Senior Five9 Contact Center Engineer – CCaaS & Integrations

• Design build test and implement Five9 Contact Center solutions.

• Create and maintain High-Level Designs (HLDs) and Low-Level Designs (LLDs) in Visio.

• Ensure successful integrations and platform enhancements in collaboration with Enterprise Architects.

• Support successful Architecture Review Board processes.

• Develop resilient IVR routing digital engagement and automation capabilities aligned with approved technical designs.

• Create and maintain technical documentation design artifacts test evidence and support procedures.

• Partner with the Program Director Telephony Engineers Call Center SMEs Architecture Operations and business stakeholders throughout design and delivery.

• Contribute to engineering standards solution quality operational readiness and continuous improvement.

• Demonstrate deep expertise in Five9 deployments including solution design IVR development routing digital channels integrations reporting and platform administration.

• Translate business outcomes into technical designs and deliver scalable resilient Contact Center solutions platform enhancements and enterprise integrations.

• Develop and support APIs and integrations with enterprise platforms.

• Work with workforce management CRM platforms (specifically Salesforce) workforce optimization (QA/Workforce Management) and related Contact Center technologies.

• Have hands-on experience with at least two of the following technologies:

  • Java

  • .NET

  • Python

  • REST APIs

  • Automation frameworks

  • Cloud services

  • Cloud-native architectures

• Demonstrate exceptional delivery attention to detail documentation testing troubleshooting communication and operational readiness practices.

• Possess a bachelors degree in Computer Science Engineering Information Systems or a related discipline.

• Have 6 years of software engineering platform engineering or technology delivery experience including significant experience with enterprise Five9 Contact Center technologies and implementations.

• Lead the design build integration and deployment of Telephony Contact Center as a Service (CCaaS) solutions using architecturally sound approaches that enable exceptional Banner customer and associate experiences.

• Deliver strategic IT initiatives covering the entire telephony transformation ecosystem including platform enhancements and modernization efforts throughout the engineering lifecycle.

• Translate business outcomes into resilient scalable technical solutions.

• Build high-quality IVR routing digital integration and automation capabilities.

• Produce documentation and operational readiness materials to support reliable operations.

• Collaborate with senior-level leadership the Program Director Infrastructure Division Operations Telephony and IT engineers and business stakeholders.

• Apply strong engineering discipline and attention to detail throughout delivery.

• Platform Configuration: Build and manage Five9 Cloud features including voice and digital channels queues and workforce engagement elements.

• IVR & Routing: Design and develop custom Interactive Voice Response (IVR) architectures call flows and intelligent routing strategies.

• System Integration: Develop and maintain APIs and integrations connecting Genesys with enterprise systems including CRM platforms databases and AWS or Azure cloud services.

• Testing & Troubleshooting: Diagnose complex issues involving telephony SIP routing logic and APIs while conducting structured unit and integration testing.

• Documentation & Standards: Create technical specifications support procedures and design artifacts to uphold engineering best practices.

1. Five9 Contact Center Platform Configuration & Implementation.

2. IVR Design Intelligent Call Routing SIP/VoIP Technologies.

3. API Development & Integrations (Salesforce AWS/Azure Enterprise Systems).

1. Five9 Certifications.

2. Salesforce Service Cloud Experience.

3. Cloud-Native Architecture & Enterprise Integration Patterns.

- Bachelors degree in Computer Science Engineering Information Systems or a related technical field.

- 8 years of software engineering platform engineering or technology delivery experience with significant Five9 Contact Center implementation experience.