Five9 Analyst

Position Overview

The Systems Analyst III is responsible for defining system scope and objectives based

on user needs, business requirements, and industry standards. This role analyzes

complex business problems, documents requirements, and translates them into detailed

system specifications.

The position operates at the highest technical level across most phases of the system

lifecycle while balancing business objectives and long-term technology strategy. A key

focus of this role is to build and enhance the voice solutions supporting the Five9

contact center platform. The analyst will develop high-quality, reliable, and

high-performing voice applications using technologies such as SIP, RTP/RTCP, IVR,

IVA, WebRTC, Web Sockets, and JavaScript.

This role requires strong technical expertise, problem-solving ability, and

cross-functional collaboration to drive exceptional customer and patient experiences.

Major Responsibilities

Application & Technical Expertise (40%)

● Serve as the Subject Matter Expert (SME) for at least one application or

functional area.

● Understand the full application stack and resolve unique or complex issues.

● Identify and learn new applications or functionality areas to expand team

expertise.

● Design, develop, and maintain utilities and applications to solve business

problems.

● Assist in planning and analyzing software strategies and system upgrades.

● Support the planning, development, and maintenance of application interfaces.

Collaboration, Training & User Support (40%)

● Foster a collaborative team environment and promote knowledge sharing across

IT and operational partners.

● Provide coaching and training to IT staff and business partners.

● Work directly with end-users to resolve issues related to daily operations and

system workflows.

● Mentor junior analysts and guide them through design, troubleshooting, and

maintenance activities.

● Support digital website technologies and related system functions.

● Partner with physicians, leaders, and business users to identify needs and define

system solutions.

● Help users understand system workflows and identify when enhancements or

new workflows are required.

Risk Management, Documentation & Governance (20%)

● Identify, analyze, and escalate risks and issues on critical initiatives.

● Analyze information and data to identify trends and recommend improvements.

● Define and communicate standards, guidelines, and best practices.

● Create system documentation, including requirements, release notes, test plans,

and training materials.