Design, build, test, and implement Five9 Contact Center solutions.
Create and maintain High-Level Designs (HLDs) and Low-Level Designs (LLDs) in Visio.
Ensure successful integrations and platform enhancements in collaboration with Enterprise Architects.
Support successful Architecture Review Board processes.
Develop resilient IVR, routing, digital engagement, and automation capabilities aligned with approved technical designs.
Create and maintain technical documentation, design artifacts, test evidence, and support procedures.
Partner with the Program Director, Telephony Engineers, Call Center SMEs, Architecture, Operations, and business stakeholders throughout design and delivery.
Contribute to engineering standards, solution quality, operational readiness, and continuous improvement.
Demonstrate deep expertise in Five9 deployments, including solution design, IVR development, routing, digital channels, integrations, reporting, and platform administration.
Translate business outcomes into technical designs and deliver scalable, resilient Contact Center solutions, platform enhancements, and enterprise integrations.
Develop and support APIs and integrations with enterprise platforms.
Work with workforce management, CRM platforms (specifically Salesforce), workforce optimization (QA/Workforce Management), and related Contact Center technologies.
Have hands-on experience with at least two of the following technologies:
Java
.NET
Python
REST APIs
Automation frameworks
Cloud services
Cloud-native architectures
Demonstrate exceptional delivery, attention to detail, documentation, testing, troubleshooting, communication, and operational readiness practices.
Possess a bachelor s degree in Computer Science, Engineering, Information Systems, or a related discipline.
Have 6+ years of software engineering, platform engineering, or technology delivery experience, including significant experience with enterprise Five9 Contact Center technologies and implementations.
Lead the design, build, integration, and deployment of Telephony Contact Center as a Service (CCaaS) solutions using architecturally sound approaches that enable exceptional Banner customer and associate experiences.
Deliver strategic IT initiatives covering the entire telephony transformation ecosystem, including platform enhancements and modernization efforts throughout the engineering lifecycle.
Translate business outcomes into resilient, scalable technical solutions.
Build high-quality IVR, routing, digital, integration, and automation capabilities.
Produce documentation and operational readiness materials to support reliable operations.
Collaborate with senior-level leadership, the Program Director, Infrastructure Division, Operations, Telephony and IT engineers, and business stakeholders.
Apply strong engineering discipline and attention to detail throughout delivery.
Platform Configuration: Build and manage Five9 Cloud features, including voice and digital channels, queues, and workforce engagement elements.
IVR & Routing: Design and develop custom Interactive Voice Response (IVR) architectures, call flows, and intelligent routing strategies.
System Integration: Develop and maintain APIs and integrations connecting Genesys with enterprise systems, including CRM platforms, databases, and AWS or Azure cloud services.
Testing & Troubleshooting: Diagnose complex issues involving telephony, SIP routing logic, and APIs while conducting structured unit and integration testing.
Documentation & Standards: Create technical specifications, support procedures, and design artifacts to uphold engineering best practices.
Five9 Contact Center Platform Configuration & Implementation.
IVR Design, Intelligent Call Routing, SIP/VoIP Technologies.
API Development & Integrations (Salesforce, AWS/Azure, Enterprise Systems).
Five9 Certifications.
Salesforce Service Cloud Experience.
Cloud-Native Architecture & Enterprise Integration Patterns.
- Bachelor s degree in Computer Science, Engineering, Information Systems, or a related technical field.
- 8+ years of software engineering, platform engineering, or technology delivery experience, with significant Five9 Contact Center implementation experience.
