Global Mobility Services is seeking a highly hands-on Five9 Engineer / Administrator to support a healthcare client. This role involves configuring, troubleshooting, and improving the Five9 environment in real time, with a focus on optimizing contact center performance.
Responsibilities:
- Configure and manage Five9 (users, roles, campaigns, dialers)
- Design, build, and modify IVR flows and call routing logic
- Troubleshoot call routing issues, agent performance, and system behavior
- Optimize inbound and outbound call handling performance
- Support CRM integrations (Salesforce or similar platforms)
- Work with APIs and webhooks as needed
- Deliver reporting and insights on call volume, performance, and system issues
- Communicate clearly and proactively with stakeholders
Requirements:
- 4+ years of hands-on Five9 experience (not just exposure)
- Strong experience designing IVR and call flows
- Proven ability to troubleshoot in live production environments
- Experience with CRM integrations (Salesforce preferred)
- Ability to work independently and take full ownership of tasks
- Experience in healthcare environments
- API/integration experience (REST, webhooks)
- Exposure to automation or AI in contact centers
- AWS or general cloud experience