Senior Systems Engineer – Five9

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

📋 Description

• Set up and oversee the Five9 telephony platform, which includes IVR workflows, call routing strategies, campaign/skill configurations, and dialer settings.

• Take charge of the technical development and ongoing improvements of the platform for all supported programs.

• Act as the technical lead for troubleshooting Five9 integrations with CRM and business applications, encompassing API, session, and account-level investigations.

• Handle SSO/OAuth configuration, certificate renewals, and authentication troubleshooting within production environments.

• Function as the main technical liaison for Five9 reporting needs, guiding data teams on platform structure, key identifiers, and logic to ensure precise performance reporting.

• Serve as the primary contact for managing vendor relationships, ensuring the quick resolution of service issues and keeping stakeholders updated.

• Troubleshoot and escalate issues when necessary, documenting resolution paths and estimated timelines.

• Create training materials and coordinate team training on new functionalities or platform upgrades.

• Develop and maintain SOPs, runbooks, and technical documentation to minimize key-person dependency.

• Offer call system support during regular and off-hours as needed, including testing for significant changes.

• Mentor colleagues and lead structured knowledge-transfer sessions to enhance platform-wide resilience.

⛳️ Requirements

• Bachelor’s Degree in Computer Science, Information Systems, or a related field, or equivalent professional experience.

• 5–8+ years of practical experience in administering Five9 (IVR Studio, Campaign Management, Administrator Console) within a high-volume, blended (inbound & outbound) contact center.

• Demonstrated experience with CRM-telephony integrations and troubleshooting at the API/session level.

• Strong knowledge of SIP, call routing architecture, and dialer compliance rules (predictive, power, and preview dialers).

• Experience in managing SSO/OAuth configurations, certificate renewals, and authentication troubleshooting in production settings.

• Ability to interpret, comprehend, and create clear technical documentation, runbooks, and SOPs.

• Comfortable communicating with clients, vendors, and senior leadership on complex technical matters.

• Excellent written and verbal communication skills.

🏝️ Benefits

• Competitive salary

• Flexible working hours

• Professional development budget

• Home office setup allowance

• Global team events