CCaaS Platform Engineer

This is a fully remote position, open to applicants in Florida.

📋 Description

• Administer and enhance the Five9 CCaaS platform.

• Oversee system performance, voice quality, and call delivery within Five9 to guarantee consistent uptime and superior functionality.

• Manage routing logic, agent profiles, queues, and flow design utilizing Five9's Agentic AI platform.

• Monitor and assess IVA containment, call deflection, customer journey, and metrics related to self-service completion.

• Collaborate with Operations and business stakeholders to pinpoint conversational improvements and execute IVA updates.

• Act as the technical liaison to Contact Center leadership and the primary technical contact for Five9.

• Coordinate with Five9 support, IVA providers, and telecom carriers to resolve incidents and manage escalations effectively.

• Assess, test, and implement new features, integrations, IVA enhancements, and platform releases on Five9.

• Work alongside Application, Integration, Security, and Business teams to ensure data flow integrity, access controls, and adherence to IT policies.

• Maintain comprehensive documentation regarding platform configuration, IVA design, troubleshooting, and change control.

⛳️ Requirements

• 3 to 5 years of experience in supporting or administering Contact Center or Voice Platforms, with hands-on experience in Five9 within the last 2 to 3 years (required).

• Strong comprehension of call routing, IVR design, ACD queues, and agent management.

• Knowledge of telecom fundamentals (SIP, QoS, codecs, latency troubleshooting).

• Proven experience collaborating with operations leaders to translate business requirements into technical configurations.

• Demonstrated capability to work across teams to resolve intricate voice quality or platform integration challenges.

• Experience in supporting, configuring, or optimizing IVA (Intelligent Virtual Agent), conversational AI, or self-service automation platforms, including analyzing customer interactions and implementing enhancements to boost containment, call deflection, and overall member experience.

• Strong documentation, testing, and change management abilities.

🏝️ Benefits

• Fully remote, 100% Virtual Work from Home company.

• Company-sponsored health, dental, life, long-term disability, and other insurance benefits.

• 401k company match with immediate vesting.

• Competitive Paid Time Off.

• Paid Parental Leave.

• Tuition Reimbursement.