Sr. Five9 Contact Center Engineer

Key Responsibilities

• Design, architect, implement, and support enterprise Five9 contact center solutions.
• Lead customer discovery sessions to understand business requirements and translate them into scalable technical solutions.
• Configure and deploy Five9 components including routing strategies, IVRs, campaigns, integrations, reporting, and voice infrastructure.
• Design and implement SIP trunk connectivity, carrier integrations, and high-availability voice architectures.
• Troubleshoot complex voice, signaling, network, and application issues across enterprise environments.
• Serve as the technical lead for large-scale deployments, migrations, Proof of Concepts (POCs), and modernization initiatives.
• Provide architecture guidance and technical recommendations while balancing business objectives, timelines, and budget constraints.
• Collaborate with network, security, cloud, infrastructure, development, and customer success teams throughout project lifecycles.
• Create implementation standards, engineering documentation, deployment runbooks, and operational best practices.
• Lead technical knowledge-sharing sessions and establish engineering standards across the organization.
• Identify opportunities to automate operational processes and improve platform scalability, resiliency, and performance.
• Perform root cause analysis for production incidents and implement long-term corrective actions.
• Present technical solutions and architecture recommendations to executive stakeholders, customers, and project leadership.

Qualifications

• Education: Bachelor's degree in Computer Science, Information Technology, Telecommunications, or equivalent professional experience.
• Experience: 8–10+ years of experience designing and supporting enterprise telecommunications or cloud contact center environments, including 5+ years supporting a user base of 1,000+ users across 20+ programs.
• Knowledge, Skills, and Abilities: Extensive hands-on experience administering and implementing Five9 solutions; strong understanding of SIP signaling, RTP media streams, QoS, DNS, networking, and voice protocols; experience with enterprise call flow design, IVR development, routing strategies, and omnichannel customer engagement; experience integrating contact center platforms with CRM, workforce optimization, and third-party business applications; exceptional troubleshooting and analytical skills across voice, networking, and cloud environments; excellent written, verbal, and presentation skills with the ability to communicate effectively with both technical and executive audiences; proven ability to lead complex enterprise implementations while managing multiple priorities.
• Nice to Have: Knowledge of APIs, REST services, webhooks, and integration platforms; experience developing automation scripts using Python, JavaScript, or PowerShell; familiarity with cloud platforms such as AWS or Azure; certifications such as Five9 Certified Engineer, CCNA, CCNP, AWS, Azure, or equivalent contact center certifications; experience leading consulting engagements or serving as a technical advisor for enterprise customers.