Teams at Nation Safe Drivers

Designs, configures, and optimizes the Five9 cloud contact center platform, including IVRs, ACD routing, omnichannel workflows, reporting, integrations, automation, and telephony. Troubleshoots complex VoIP, networking, platform, and integration issues; develops Salesforce and other business-system integrations; analyzes contact center KPIs; leads implementations, upgrades, testing, documentation, disaster recovery, and continuous improvement. Provides technical guidance to stakeholders, administrators, and users.

Leads talent acquisition strategy, full-cycle recruiting, sourcing, workforce planning, recruiting analytics, employer branding, and process improvement. Partners with managers and senior leaders to anticipate hiring needs, build pipelines, improve candidate experience, and use recruiting data to guide decisions. Oversees and coaches one Talent Acquisition team member supporting call center hiring while personally recruiting for specialized, professional, management, operational, and IT roles.

Performs manual software testing, creates and manages test cases, executes Postman API collections, writes SQL queries for backend validation, and reports defects in Jira. Collaborates with developers, project managers, and QA teams in an agile SDLC, supports sprint timelines, prepares test reports, and assists with release deployments, including occasional nights or weekends.