Contact Center Platform Engineer (Five9 + AI + CTI Integrations)
Overview: Seeking a Contact Center Platform Engineer with strong Five9 experience and hands‑on expertise in AI agent assistance, IVR design, and CRM/CTI integrations. This role focuses on building, configuring, and optimizing cloud contact center environments.
Key Responsibilities:
- Configure tenant environments: users, roles, security, agent scripts, dispositions.
- Build and modify IVR flows, routing logic, skills, queues, and schedules.
- Set up and optimize outbound dialer campaigns (predictive/progressive).
- Configure Agent Assist AI (summaries, transcripts, real‑time guidance).
- Deploy automation workflows and Intelligent Virtual Agents (IVA).
- Integrate Five9 with CRM platforms (Salesforce, ServiceNow, Zendesk).
- Troubleshoot Tier 2/3 issues: routing failures, audio quality, SIP/VoIP.
- Build dashboards, KPIs, and scheduled reporting.
- Ensure compliance with TCPA, DNC, and data privacy standards.
Ideal Candidate:
- 4–8+ years in cloud contact center engineering.
- Strong Five9 Studio and ACD routing experience.
- Proven ability to configure AI agent assistance tools.
- Solid understanding of VoIP/SIP and network fundamentals.
- Experience with Salesforce CTI preferred.
