Contact Center Solutions & Operations Specialist II

This is a fully remote position, open to applicants in Arizona, +2 more states.

📋 Description

• Administer and support Five9 cloud contact center environments.

• Configure and maintain users, campaigns, queues, skills, dispositions, and security profiles.

• Implement and uphold call routing strategies, dial plans, and ACD configurations.

• Configure and manage IVR call flows and call treatment logic.

• Provide support for voice, SMS, chat, and various omnichannel communication channels.

• Act as the primary Level 2 support resource for contact center platform issues.

• Troubleshoot issues related to SIP, VoIP, telephony, routing, voice quality, and applications.

• Monitor platform availability, performance, and overall service health.

• Escalate complex infrastructure or application problems to senior engineers or vendors.

• Document incidents, root cause analyses, and corrective actions taken.

• Participate in contact center implementations, migrations, and technology upgrades.

• Assist with solution design, testing, user acceptance testing (UAT), and production deployments.

• Coordinate system changes with business users and technical teams.

• Maintain system documentation, configuration standards, and operational procedures.

• Develop and sustain operational reports, dashboards, and key performance indicators (KPIs).

• Analyze contact center performance data to identify areas for operational improvement.

• Support workforce optimization and business performance initiatives through reporting and analytics.

• Train supervisors, administrators, and end users on contact center applications and best practices.

• Create and maintain knowledge articles, user guides, and training documentation.

• Collaborate with IT, network engineering, telecom providers, vendors, and business stakeholders to resolve technical issues and support new initiatives.

⛳️ Requirements

• Must reside in NM, TX, or AZ.

• Bachelor's degree in information technology, Business, Telecommunications, Healthcare Administration, or a related field, or equivalent professional experience.

• 2–5 years of experience in supporting enterprise contact center technologies.

• Experience administering Five9 or another enterprise CCaaS platform.

• Proficiency in configuring IVRs, queues, skills, campaigns, routing strategies, and user administration.

• Knowledgeable in SIP, VoIP, cloud telephony, and contact center operations.

• Experience troubleshooting contact center applications and voice-related challenges.

• Strong analytical, organizational, and problem-solving capabilities.

• Excellent written and verbal communication skills.

• Preferred: Five9 Blended Administrator Certification.

• Preferred: Experience with RingCentral, Cisco, Genesys, NICE CXone, or similar CCaaS platforms.

• Preferred: Healthcare contact center experience.

• Preferred: Experience supporting HIPAA-regulated environments.

• Preferred: Familiarity with CRM or EMR integrations such as Epic, eClinicalWorks, or Nextech.

• Preferred: Experience in platform implementations or technology migrations.

• Preferred certifications: Five9 Blended Administrator Certification, ITIL Foundation, Cisco CCNA, CompTIA Network+ or equivalent.

• Technical skills: Five9 Administration, CCaaS, SIP/VoIP, IVR Configuration, ACD Administration, Call Routing & Dial Plans, Queue & Skill Management, Campaign Administration, Incident Management, Platform Monitoring, User Administration, Omnichannel Communications, Microsoft Excel, Reporting & Dashboard Development, UAT, Knowledge Base Documentation, Vendor Coordination, Basic API and System Integration Concepts.

🏝️ Benefits

• Potential for long-term employment following the 3–6 month contract.

• Full-time employment.

• Equal opportunity employment.