Responsibilities:
1. Five9 and SalesForce Integration:
Lead the design, implementation, and maintenance of the integration between Five9 and SalesForce platforms.
Collaborate with SalesForce administrators to understand business requirements and implement effective solutions.
Ensure data synchronization and real-time information flow between Five9 and SalesForce.
2. Telephony Systems Administration:
Oversee the administration and maintenance of telephony systems, including PBX, SIP trunks, and related technologies.
Optimize call routing strategies to enhance call flows and resource utilization.
Monitor and analyze telephony performance metrics, implementing improvements to ensure efficiency.
3. IT Operations:
Work closely with the IT operations team to maintain and enhance the overall health and performance of the organization's IT infrastructure.
Contribute to IT projects, providing expertise in telephony, contact center, and SalesForce integration.
Participate in the development and enforcement of IT policies, procedures, and best practices.
4. System Administration:
Perform system administration tasks, including server maintenance, user management, and security configurations.
Ensure the availability and reliability of servers supporting telephony, contact center, and SalesForce integration.
Implement and manage backup and recovery procedures for critical systems.
5. Documentation and Training:
Create and maintain comprehensive documentation for configurations, procedures, and troubleshooting steps related to Five9, SalesForce, and telephony systems.
Provide training and support to end-users and IT staff on the integration and related technologies.
Qualifications:
Bachelor's degree in Computer Science, Information Technology, or a related field.
Proven experience with Five9 contact center solutions and SalesForce integration.
Strong background in telephony systems administration, including experience with PBX and SIP technologies.
Proficient in IT operations and system administration.
Excellent problem-solving and troubleshooting skills.
Strong communication and interpersonal skills.
Relevant certifications (e.g., Five9, SalesForce, Cisco, ITIL) are a plus.