Five9 Support Engineer

Job Title: Five9 Support Engineer

Location: Stamford CT / Remote
Experience: 6-8 Years

Job Summary

We are seeking an experienced Five9 Support Engineer to administer support and enhance the Five9 Intelligent Cloud Contact Center platform. The ideal candidate will have expertise in Five9 administration IVR and call routing configuration REST API integrations CRM connectivity and contact center automation. This role requires close collaboration with business and technical teams to deliver scalable secure and high-performing cloud contact center solutions.

Required Skills

Five9 Contact Center

• 6-8 years of experience supporting Five9 Cloud Contact Center
• Strong expertise in:
  • Five9 Administration
  • Inbound & Outbound Call Flows
  • IVR Configuration
  • ACD (Automatic Call Distribution)
  • Campaign Management
  • Skills-Based Routing
  • Queue Management

Five9 Integrations

• Experience developing integrations using:
  • Five9 REST APIs
  • Web Services
  • Webhooks
  • Event-Driven Architectures
• Experience integrating Five9 with:
  • Salesforce
  • Microsoft Dynamics 365
  • ServiceNow
  • Custom Enterprise Applications

Automation & User Management

• Agent Provisioning
• User Administration
• Campaign Automation
• Queue Configuration
• Role-Based Access Management
• Single Sign-On (SSO)
• Authentication & Security

Reporting & Analytics

• Call Detail Records (CDR)
• Agent Performance Metrics
• Contact Center Analytics
• Real-Time & Batch Data Integrations

Development & Technologies

• REST APIs
• JSON
• XML
• JavaScript (preferred)
• SQL (preferred)
• API Troubleshooting & Performance Optimization

Contact Center Technologies

• Cloud Contact Center
• Customer Interaction Workflows
• Screen Pop Integration
• Click-to-Call Functionality
• Omnichannel Support

Key Responsibilities

• Administer and support the Five9 Intelligent Cloud Contact Center platform
• Configure inbound and outbound call flows IVRs ACDs campaigns and routing strategies
• Develop and maintain integrations between Five9 and enterprise applications using REST APIs and Web Services
• Integrate Five9 with Salesforce Microsoft Dynamics 365 ServiceNow and other enterprise platforms
• Automate agent provisioning user management campaign configuration and queue administration
• Build and support real-time and batch integrations for call records reporting and analytics
• Implement and maintain Single Sign-On (SSO) and secure authentication mechanisms
• Develop API-based solutions for screen pops click-to-call and customer interaction workflows
• Troubleshoot and optimize Five9 integrations for performance scalability and reliability
• Collaborate with business stakeholders and technical teams to design scalable contact center solutions
• Maintain technical documentation operational procedures and integration standards