Primary Duties

Architecture & Design

Design, develop, and maintain REST API integrations, automation, and system connectivity between Five9, AI solutions, internal applications 

Lead technical implementation of telephony and AI initiatives, including platform migrations, workflow automation, and enterprise contact center enhancements 

Design, configure, and optimize Five9 solutions, including dialer campaigns, call routing, IVRs, queues, skills, and workflow automation 

Develop, test, and deploy APIs, integrations, telephony enhancements, and production changes while ensuring operational readiness and system stability 

Vendor & Stakeholder Management

Partner with Information Security, Compliance, IT, and business stakeholders to support security reviews, SOX controls, risk assessments, vendor onboarding, and implementation of technical requirements 

Manage technical relationships with telephony, carrier, AI, and integration vendors to support implementations, issue resolution, platform enhancements, and ongoing system performance

Optimization & Support

Support SIP trunk configurations, carrier connectivity, telephony infrastructure, and related platform engineering activities

Monitor, troubleshoot, and resolve platform, integration, and telephony issues while coordinating with internal teams and external vendors

Create and maintain technical documentation for system architecture, APIs, integrations, telephony configurations, and operational procedures

Research, evaluate, and recommend emerging AI, telephony, automation, and contact center technologies that improve operational efficiency and scalability

Other duties as assigned 

Minimum Qualifications

Bachelor’s Degree or equivalent experience

4+ years of experience supporting contact center technology, systems engineering, telephony platforms, or enterprise technology solutions.

Experience administering Five9 or another enterprise CCaaS platform, including ability to think strategically and architect how the telephony CCaaS system and its features will integrate and function within the organization’s broader technology ecosystem.

Automation familiarity with low-code automation tools or basic scripting (JavaScript/Python) to interact with REST APIs.

Skilled at navigating security reviews, using Jira to document workflows, and integrating various systems and tools that operate on the telephony platform.

Experience supporting enterprise technology implementations, platform migrations, or technical projects.

Experience partnering with Information Security and Compliance teams to support security reviews, SOX controls, vendor assessments, or technical compliance requirements.

Working knowledge of SIP trunking, telephony infrastructure, and carrier connectivity.

Proven ability to analyze and synthesize data to develop sound conclusions.

Ability to communicate technical concepts effectively with both technical and business stakeholders.

Ability to understand current workflows and processes and how these can be impacted by larger system changes, application updates, or enhancements.

Highly motivated mindset to explore, test, and implement new technology

Preferred Qualifications

Experience implementing AI or automation solutions within a contact center 

Experience with Five9 APIs, SDKs, and developer tools.

Experience supporting healthcare or other regulated environments

Working knowledge of SQL, JavaScript, Python, PowerShell, or similar scripting languages.

Physical Requirements

Prolonged periods of sitting at a desk and working on a computer.