CCaaS Platform Engineer
P
Prudent RxContact Center IT
Tampa, Florida, United StatesFull-TimeMiddle
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- 3 to 5 years
- Required Skills
- Change Management
Requirements
- 3 to 5 years of experience supporting or administering Contact Center or Voice Platforms.
- Hands-on Five9 experience within the last 2 to 3 years (required).
- Strong understanding of call routing, IVR design, ACD queues, and agent management.
- Familiarity with telecom fundamentals including SIP, QoS, codecs, and latency troubleshooting.
- Experience supporting, configuring, or optimizing IVA, conversational AI, or self-service automation platforms.
- Demonstrated ability to work across teams to resolve complex voice quality or platform integration issues.
- Strong documentation, testing, and change management skills.
- Experience collaborating with operations leaders to translate business needs into technical configurations.
Responsibilities
- Administer and optimize the Five9 CCaaS platform to ensure system health and optimal performance.
- Manage routing logic, queues, agent profiles, and flow design using Five9's Agentic AI platform.
- Monitor and analyze IVA containment, call deflection, and self-service metrics to identify optimization opportunities.
- Serve as the primary technical contact for Five9, coordinating with vendors and carriers to resolve incidents and manage escalations.
- Evaluate, test, and implement new platform features and integrations while maintaining thorough documentation.
- Partner with operations leadership to translate business requirements into technical configurations.
View Full Description & ApplyYou'll be redirected to the employer's site
