What are the responsibilities and job description for the Five9 System Engineer position at Nation Safe Drivers?
Job Summary:
We are seeking a Five9 Systems Engineer to lead the design, configuration, customization, optimization, and ongoing evolution of our Five9 cloud contact center platform. This role serves as a senior technical resource, translating business and contact center requirements into scalable solutions that improve system functionality, automation, operational efficiency, and the overall customer and agent experience.
The ideal candidate brings deep hands-on experience with Five9 engineering, contact center architecture, integrations, APIs, IVR development, call routing, reporting, and troubleshooting complex technical issues.
Key Responsibilities:
- Design, configure, and optimize the Five9 platform, including users, roles, security, queues, skills, campaigns, dispositions, and routing strategies.
- Build and enhance omnichannel workflows across voice, chat, email, and SMS.
- Design and optimize IVRs, ACD routing, call flows, and customer experience solutions.
- Develop and support integrations with Salesforce, Microsoft Teams, Jira, Azure AD (Entra ID), and other business applications.
- Create automation solutions using Five9 APIs, REST APIs, PowerShell, and related technologies.
- Implement and optimize AI-driven capabilities including Agent Assist, Intelligent Virtual Agents (IVA), Speech Analytics, WFM, and WFO solutions.
- Troubleshoot complex Five9, telephony, VoIP, SIP, networking, and integration issues, performing root-cause analysis and implementing sustainable solutions.
- Design reports, dashboards, and analytics to support business operations and contact center performance.
- Lead platform enhancements, migrations, upgrades, testing, and continuous improvement initiatives.
- Document system configurations, processes, and technical solutions while providing guidance to stakeholders and administrators.
Required Qualifications:
- 8 years of hands-on experience with Five9 or a comparable cloud contact center platform.
- Strong expertise in Five9 configuration, customization, IVRs, ACD routing, queues, skills, campaigns, and call flows.
- Experience designing and implementing contact center solutions, workflow automation, integrations, and platform enhancements.
- Hands-on experience integrating Salesforce or comparable CRM platforms.
- Salesforce experience including configuration, troubleshooting, validation rules, user support, and mobile access.
- Strong knowledge of cloud contact center architecture, telephony, VoIP, SIP, QoS, networking, and call quality management.
- Experience with REST APIs, Five9 APIs, PowerShell, scripting, and system integrations.
- Proven ability to troubleshoot complex technical issues and translate business requirements into scalable technical solutions.
- Strong communication, analytical, and problem-solving skills.
Preferred Qualifications:
- Five9 Certified Administrator and/or Five9 Implementation Certification.
- Experience with Verint WFM, WFO, Quality Management, or related workforce technologies.
- Experience with Power BI, SQL, and advanced reporting and analytics.
- Experience with Five9 AI Agent Assist, Intelligent Virtual Agents (IVA), and Speech Analytics.
- Experience leading contact center implementations, migrations, platform upgrades, or architecture initiatives.
- ITIL Foundation Certification is a plus.