Senior Engineer, Telephony

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

📋 Description

• Design, deploy, configure, and maintain Five9 Contact Center solutions to fulfill business needs.

• Work alongside cross-functional teams to gather telephony-related requirements and offer technical expertise during the design and implementation stages.

• Execute system upgrades, patches, and updates for all telephony platforms to ensure optimal performance, security, and compliance.

• Analyze and comprehend business requirements in relation to business intelligence, designing and mapping data models to transform raw data into valuable insights.

• Proactively identify improvement areas and suggest enhancements to boost system performance, scalability, and reliability.

• Use Power BI to create interactive and visually engaging dashboards and reports with key performance indicators.

• Examine historical and current data to improve decision-making, constructing multi-dimensional data models.

• Conduct regular system audits and performance evaluations, providing reports and recommendations for ongoing improvements.

• Create comprehensive data documentation regarding algorithms, parameters, and models, while performing detailed analyses on tested and deployed Power BI scripts, DAX queries, and functions in Power BI.

• Participate in on-call rotations to deliver after-hours support for critical incidents or emergencies.

• Keep abreast of industry trends and best practices in telephony, contact center technologies, and communication protocols.

⛳️ Requirements

• Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field (or equivalent experience).

• Proven expertise in designing, implementing, and managing Five9 VCC environments, including Admin Console, Five9 Analytics, Five9 Reporting and Dashboards, and associated components.

• Familiarity with the setup, configuration, and administration of Five9 Contact Center solutions.

• Strong understanding of VoIP protocols, SIP, RTP, and related telephony technologies.

• Proficient in network protocols, routing, and switching relevant to telephony systems.

• Solid troubleshooting abilities to diagnose and resolve complex telephony issues.

• Experience in scripting and automation for telephony provisioning and management is advantageous.

• Five9 VCC and/or Five9 Studio certified engineer.

• Expertise in configuring contact flows, routing strategies, custom scripting, API integrations, and desktop and third-party application integrations.

• Comfortable presenting solution designs and demonstrating prototypes of developed solutions.

• Experience with TCP/IP networking, SIP, RTP, and other telephony protocols.

• API software development skills with experience in using RESTful/SOAP web services.

• Proficient in one or more of the following programming languages: JavaScript, Java, Python, PHP.

• Excellent communication skills for effective interaction with both technical and non-technical stakeholders.

• Ability to collaborate in a team-oriented environment and adapt to shifting priorities.

• Must be curious and open to innovation, including AI, to explore improved processes and reduce friction while enhancing patient and client experiences.

🏝️ Benefits

• Competitive salary and benefits package.

• Opportunities for professional growth and skill development.

• Collaborative and innovative work culture.

• Exposure to cutting-edge telephony and contact center technologies.

• Chance to make a significant impact on the organization's communication infrastructure.