Contact Center Engineer III

Job Summary

A company is looking for a Contact Center Engineer III to support and enhance their contact center platform.

Key Responsibilities

• Administer and configure Five9, including users, roles, skills, and reporting
• Design and maintain Five9 IVA experiences and implement AWS and Azure integrations
• Troubleshoot telephony issues and establish standards for change control and documentation

Required Qualifications

• 4-6 years of experience with contact center platforms and Five9 administration
• Experience in building or supporting IVA/conversational AI in contact centers
• Knowledge of integrating SaaS and cloud services using REST APIs/JSON
• Familiarity with AWS and Azure fundamentals relevant to integrations
• Experience with speech transcription workflows