Senior Systems Engineer – Five9
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Job Description
Senior Five9 Systems Engineer managing cloud-based contact center platforms. Delivering value through configuration, integration, and operational resilience.
Responsibilities:
- Configure and maintain the Five9 telephony platform, including IVR workflows, call routing strategies, campaign/skill configurations, and dialer settings
- Own the technical build and continuous enhancement of the platform across all supported programs
- Serve as the technical lead for Five9 integration troubleshooting with CRM and business applications, including API, session, and account-level investigations
- Manage SSO/OAuth configuration, certificate renewals, and authentication troubleshooting for production environments
- Serve as primary technical liaison for Five9 reporting needs, advising data teams on platform structure, key identifiers, and logic to ensure accurate performance reporting
- Act as primary contact to manage vendor relationships, ensuring service issues are resolved quickly and stakeholders stay informed
- Troubleshoot and escalate issues as needed, documenting resolution paths and estimated timelines
- Develop training materials and coordinate team training on new functionality or platform upgrades
- Create and maintain SOPs, runbooks, and technical documentation to reduce key-person dependency
- Provide call system support during regular and off-hours as required, including testing for major changes
- Mentor teammates and lead structured knowledge-transfer sessions to build platform-wide resilience.
Requirements:
- Bachelor's Degree in Computer Science, Information Systems, or related field, or equivalent professional experience
- 5–8+ years of hands-on experience administering Five9 (IVR Studio, Campaign Management, Administrator Console) in a high-volume, blended (inbound & outbound) contact center
- Proven experience with CRM-telephony integrations and API/session-level troubleshooting
- Strong understanding of SIP, call routing architecture, and dialer compliance rules (predictive, power, and preview dialers)
- Experience managing SSO/OAuth configuration, certificate renewals, and authentication troubleshooting in production environments
- Ability to read, understand, and create clear technical documentation, runbooks, and SOPs
- Comfort communicating with clients, vendors, and senior leadership on complex technical subjects
- Strong written and verbal communication skills.
Benefits:
- Competitive salary
- Flexible working hours
- Professional development budget
- Home office setup allowance
- Global team events
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