What are the responsibilities and job description for the Telecommunication Engineer / Voice Engineer / CCaaS Support - Five9 position at Amtex System Inc.?
Amtex Systems Inc is an information technology and talent solutions company offering talent and BI consulting to the companies in US for over 25 years.
Our solutions are designed to fill resource gaps, by providing the right candidates who deliver value to the organization. Our propensity to nurture and build strong relationships with our clients helps us better understand their business demands and gives us the ability to provide services that are on time and rise above the rest.
Telecommunication Engineer / Voice Engineer / CCaaS Support (Five9) Level 1/2
Location: NYC Penn Station Area
Employment Type: Contract Hybrid (2 days a week)
We are seeking an experienced Five9 Support Engineer to provide advanced technical support, administration, troubleshooting, and optimization of our Five9 Cloud Contact Center platform. This role is responsible for ensuring reliable, high-quality voice and contact center services while maintaining a Five Nines (99.999%) availability standard for our customers and internal users.
The ideal candidate has strong experience supporting cloud-based telephony environments, SIP communications, call routing, integrations, and enterprise contact center technologies. This individual will work closely with customers, carriers, network teams, and internal engineering teams to resolve complex issues and continuously improve platform performance.
Key Responsibilities
- Provide Tier 1/Tier 2 support for the Five9 Cloud Contact Center platform
- Monitor and maintain platform availability, performance, and voice quality to meet five nines reliability objectives
- Troubleshoot complex voice, SIP, routing, and call-flow issues.
- Configure and support:
- Five9 users, agents, campaigns, queues, and skills
- IVR workflows and call routing strategies
- Dial plans and call treatment logFive9 Administration & Troubleshooting
- SIP / VoIP Troubleshooting
- Call Routing & Dial Plans
- Contact Center Operations
- Incident Management