Five9 Administrator

Position Summary

The Five9 Administrator is responsible for the administration, support, optimization, and ongoing maintenance of the Five9 cloud contact center platform. This role serves as the primary technical resource for Five9, ensuring system reliability, supporting contact center operations, configuring platform functionality, troubleshooting complex issues, and partnering with business stakeholders to improve the customer and agent experience.

The ideal candidate combines strong technical expertise with excellent customer service skills and has experience supporting cloud contact center technologies, integrations, automation, reporting, and telephony.

Essential Responsibilities

Five9 Platform Administration

• Administer and maintain the Five9 platform, including user accounts, roles, permissions, and security settings.
• Configure and maintain queues, skills, campaigns, dispositions, business hours, holidays, and call routing.
• Support inbound, outbound, and omnichannel communication channels including voice, chat, email, and SMS.
• Administer call recording, quality management, workforce optimization, and other Five9 applications.
• Perform daily platform health checks, monitor system performance, and ensure platform availability.

Contact Center Operations

• Design, configure, and optimize ACD routing, IVRs, call flows, and routing strategies.
• Support workforce management concepts including agent states, scheduling, and operational efficiency.
• Assist with implementation and optimization of AI Agent Assist, Intelligent Virtual Agents (IVA), Speech Analytics, Workforce Management (WFM), and Workforce Optimization (WFO).
• Technical Support & Troubleshooting
• Serve as the primary point of contact for Five9 technical issues.
• Troubleshoot user access, softphone configuration, headset issues, agent connectivity, call quality, routing problems, and telephony issues.
• Diagnose VoIP and networking issues including SIP signaling, latency, jitter, packet loss, QoS, DNS, DHCP, VPN connectivity, and firewall configurations.
• Resolve Tier I and Tier II incidents while coordinating with Five9 support, carriers, and vendors on complex issues.
• Document incidents, resolutions, and knowledge of articles within the organization's ticketing system.

Automation & Integrations

• Support and maintain integrations between Five9 and business applications including Salesforce, Jira, Microsoft Teams and identity providers such as Azure AD (Entra ID)
• Develop and maintain platform automation using Five9 APIs, REST APIs,
• Support Five9 bots and automation workflows to improve operational efficiency.
• Reporting & Analytics
• Create and maintain operational dashboards and reports using Five9 reporting.

Analyze contact center KPIs including:

• Service Level
• Average Speed of Answer (ASA)
• Abandonment Rate
• Occupancy
• Average Handle Time (AHT)
• First Call Resolution (FCR)
• Provide reporting and recommendations to improve contact center performance.

Projects & Continuous Improvement

• Participate in contact center implementations, platform upgrades, migrations, disaster recovery testing, and business continuity initiatives.
• Test and validate new platform releases and enhancements before production deployment.
• Develop supporting documentation, knowledge base articles, and end-user training materials.
• Train new users and contact center staff on Five9 functionality and best practices.
• Recommend process improvements that increase system reliability, automation, and operational efficiency.

Qualifications

Required

• 5 years of experience administering or supporting the Five9 platform or a comparable cloud contact center solution.
• Experience configuring users, queues, skills, campaigns, IVRs, routing strategies, and security permissions.
• Strong understanding of cloud contact center operations and telephony concepts.
• Experience troubleshooting VoIP, networking, and call quality issues.
• Experience supporting CRM and collaboration platform integrations.
• Knowledge of networking fundamentals including TCP/IP, DNS, DHCP, VPN, firewalls, SIP, QoS, latency, jitter, and packet loss.
• Experience with REST APIs, PowerShell or basic scripting languages.
• Experience creating dashboards, operational reports, and KPI analysis.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Excellent written and verbal communication skills with a customer-focused approach.

Preferred Qualifications

• Five9 Certified Administrator
• Five9 Implementation Certification
• ITIL Foundation Certification
• Experience with Power BI, SQL reporting and data integration tools.

Success Measures

• Maintain reliable platform performance through proactive monitoring and issue resolution.
• Deliver timely resolution of support requests while providing excellent customer service.
• Ensure accurate system configuration, security, and user lifecycle management.
• Produce meaningful reporting and analytics that support contact center performance.
• Contribute to platform enhancements, automation initiatives, and continuous process improvements.

Core Competencies

• Customer Service
• Technical Troubleshooting
• Contact Center Technology
• Cloud Platform Administration
• Communication
• Critical Thinking
• Project Coordination
• Documentation
• Organization and Time Management
• Attention to Detail
• Confidentiality
• Collaboration