Telephony Integration Administrator

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

📋 Description

• Create, develop, and sustain REST API integrations, automation, and system connectivity between Five9, AI solutions, and internal applications.

• Oversee the technical implementation of telephony and AI projects, which include platform migrations, workflow automation, and enhancements to the enterprise contact center.

• Design, configure, and optimize solutions within Five9, encompassing dialer campaigns, call routing, IVRs, queues, skills, and workflow automation.

• Develop, test, and implement APIs, integrations, telephony improvements, and production changes while ensuring operational readiness and system stability.

• Collaborate with Information Security, Compliance, IT, and business stakeholders to assist with security reviews, SOX controls, risk assessments, vendor onboarding, and the execution of technical requirements.

• Manage technical relationships with telephony, carrier, AI, and integration vendors to facilitate implementations, issue resolution, platform enhancements, and ongoing system performance.

• Provide support for SIP trunk configurations, carrier connectivity, telephony infrastructure, and associated platform engineering activities.

• Monitor, troubleshoot, and resolve issues related to platforms, integrations, and telephony while coordinating with internal teams and external vendors.

• Generate and maintain technical documentation for system architecture, APIs, integrations, telephony configurations, and operational procedures.

• Investigate, assess, and recommend emerging technologies in AI, telephony, automation, and contact centers that enhance operational efficiency and scalability.

⛳️ Requirements

• Bachelor’s Degree or equivalent experience.

• Over 4 years of experience in supporting contact center technology, systems engineering, telephony platforms, or enterprise technology solutions.

• Proficient in administering Five9 or another enterprise CCaaS platform, with the capability to think strategically and design how the telephony CCaaS system and its features will integrate and function within the organization’s broader technology ecosystem.

• Familiarity with automation using low-code automation tools or basic scripting (JavaScript/Python) to interact with REST APIs.

• Competent in navigating security reviews, utilizing Jira to document workflows, and integrating various systems and tools that operate on the telephony platform.

• Experience in supporting enterprise technology implementations, platform migrations, or technical projects.

• Experience collaborating with Information Security and Compliance teams to facilitate security reviews, SOX controls, vendor assessments, or technical compliance requirements.

• Working knowledge of SIP trunking, telephony infrastructure, and carrier connectivity.

• Proven ability to analyze and synthesize data to draw sound conclusions.

• Capability to communicate technical concepts effectively to both technical and business stakeholders.

• Ability to comprehend current workflows and processes and their potential impact from larger system changes, application updates, or enhancements.

• Highly motivated to explore, test, and implement new technologies.

🏝️ Benefits

• Flexible work schedules and the opportunity to work remotely are available for many positions.

• Health, dental, and vision insurance coverage paid up to 80% for employees, dependents, and domestic partners.

• Comprehensive time-off plan offering 21 days of PTO in your first year.

• Two paid volunteer days and 11 paid holidays.

• 12 weeks of paid parental leave for all new parents.

• Six weeks of paid sabbatical after six years of service.

• Educational Assistant Program and Clinical Employee Reimbursement Program.

• 401(k) plan with up to 4% matching.

• Stock options.

• And much more!