The Role
Administer and enhance the Five9 contact center and telecommunications environment. Responsibilities include platform configuration, troubleshooting, reporting, integrations, VoIP and network support, business continuity, disaster recovery, vendor management, documentation, preventive maintenance, and Tier 1–3 technical support.
Summary Generated by Built In
Five9 Administrator
Job Description: Internet Brands is seeking an experienced Five9 Administrator to manage and enhance our contact center and telecommunications environment. This role is responsible for administering the Five9 platform, supporting other telephony systems (voice and video), implementing solutions for business continuity, and integrating telephony for new acquisitions. The ideal candidate combines deep Five9 expertise with strong VoIP/AV/network knowledge and practical automation skills.
Key Responsibilities Include:
- Administer and maintain the Five9 platform: IVR, queues, campaigns, dialers, reporting, user accounts, permissions, and integrations.
- Troubleshoot and resolve Five9, telephony, and agent issues; coordinate vendor escalations as needed.
- Design, implement, and support telephony solutions to meet business objectives and continuity requirements.
- Lead telephony integrations during acquisitions and with business applications (CRM, ticketing, etc.).
- Monitor system performance (network traffic, capacity, security) and recommend optimizations.
- Develop and maintain disaster recovery and contingency plans for voice services.
- Manage telecom vendor relationships, review product roadmaps, and drive problem resolution.
- Create and maintain runbooks, operational documentation, and Tier 1 support procedures.
- Provide technical support across Tier 1–3 and resolve ticketed requests in a timely manner.
- Perform preventive maintenance, backups, and recovery procedures.
Required Qualifications:
- Extensive, hands-on experience with Five9: configuration, administration, reporting, and troubleshooting within a contact center environment.
- Solid understanding of VoIP, AV, networking concepts, and security best practices for voice/video systems.
- Familiarity with other telephony platforms (e.g., RingCentral, Avaya).
- Experience implementing telephony solutions for business continuity and disaster recovery.
- Bachelor’s degree or equivalent practical experience.
Preferred Qualifications:
- Scripting and automation experience (PowerShell, REST APIs, or similar) to build integrations and automate tasks.
- Experience integrating telephony with CRMs such as Salesforce or Microsoft Dynamics.
- Certifications in Five9 or related telephony platforms.
- Prior experience managing telecom vendor relationships and roadmap planning.
About Internet Brands: At Internet Brands, we carefully consider a wide range of factors when determining compensation, including your background and experience. These considerations can cause your compensation to vary. We expect the compensation for this role to depend on your skills, qualifications, and experience. We encourage all interested candidates to apply. We expect this role to start with a base in the low 100ks.
In addition to our awesome culture, we offer a comprehensive benefits package designed to support the health and well-being of you and your family. Our benefits include health insurance options such as medical, dental, and vision coverage, flexible spending accounts (FSA) for medical and dependent care, short-term and long-term disability insurance, and life and AD&D insurance. We also provide a 401(k) retirement savings plan with a company match, paid time off (PTO), paid holidays, commuter benefits as well as access to our Employee Assistance Program (EAP) and well-being coaching services. In addition, employees can take advantage of voluntary benefits such as home, auto and pet insurance, and discounted legal and financial services. For more details, feel free to inquire during the interview process.
Internet Brands®, headquartered in El Segundo, Calif, is a fully integrated online media and software services company focused on four high-value vertical categories: Health, Automotive, Legal, and Home/Travel. The company's properties and platforms include the WebMD, Medscape, and Henry Schein ONE networks, which are the global leaders in their markets; Nolo, Avvo, and Martindale, which form the largest consumer information provider in the legal market; and CarsDirect, Fodor's Travel, and many others which are leaders in their key vertical markets. Internet Brands' award-winning consumer websites lead their categories and serve more than 250 million monthly visitors, while a full range of web presence offerings has established deep, long-term relationships with SMB and enterprise clients. The company's powerful, proprietary operating platform provides the flexibility and scalability to fuel the company's continued growth. Internet Brands is a portfolio company of KKR and Warburg Pincus.
Internet Brands is an equal opportunity employer, and we welcome applicants from all backgrounds. We comply with all applicable laws and regulations, including the City of Los Angeles Fair Chance Initiative for Hiring Ordinance (FCIHO).
Notice to California residents: you can find information about our privacy practices, on: https://www.internetbrands.com/work-with-us/cpra
In addition to our awesome culture, we offer a comprehensive benefits package designed to support the health and well-being of you and your family. Our benefits include health insurance options such as medical, dental, and vision coverage, flexible spending accounts (FSA) for medical and dependent care, short-term and long-term disability insurance, and life and AD&D insurance. We also provide a 401(k) retirement savings plan with a company match, paid time off (PTO), paid holidays, commuter benefits as well as access to our Employee Assistance Program (EAP) and well-being coaching services. In addition, employees can take advantage of voluntary benefits such as home, auto and pet insurance, and discounted legal and financial services. For more details, feel free to inquire during the interview process.
Internet Brands®, headquartered in El Segundo, Calif, is a fully integrated online media and software services company focused on four high-value vertical categories: Health, Automotive, Legal, and Home/Travel. The company's properties and platforms include the WebMD, Medscape, and Henry Schein ONE networks, which are the global leaders in their markets; Nolo, Avvo, and Martindale, which form the largest consumer information provider in the legal market; and CarsDirect, Fodor's Travel, and many others which are leaders in their key vertical markets. Internet Brands' award-winning consumer websites lead their categories and serve more than 250 million monthly visitors, while a full range of web presence offerings has established deep, long-term relationships with SMB and enterprise clients. The company's powerful, proprietary operating platform provides the flexibility and scalability to fuel the company's continued growth. Internet Brands is a portfolio company of KKR and Warburg Pincus.
Internet Brands is an equal opportunity employer, and we welcome applicants from all backgrounds. We comply with all applicable laws and regulations, including the City of Los Angeles Fair Chance Initiative for Hiring Ordinance (FCIHO).
Notice to California residents: you can find information about our privacy practices, on: https://www.internetbrands.com/work-with-us/cpra
Skills Required
- Extensive hands-on Five9 configuration, administration, reporting, and troubleshooting experience in a contact center environment
- Understanding of VoIP, audiovisual, networking concepts, and security best practices for voice and video systems
- Familiarity with other telephony platforms such as RingCentral or Avaya
- Experience implementing telephony solutions for business continuity and disaster recovery
- Bachelor's degree or equivalent practical experience
- Scripting and automation experience using PowerShell, REST APIs, or similar technologies
- Experience integrating telephony with Salesforce, Microsoft Dynamics, or other CRM systems
- Certifications in Five9 or related telephony platforms
- Experience managing telecom vendor relationships and roadmap planning
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The Company
What We Do
Our Company: WebMD is a leading provider of health information services to consumers, physicians, healthcare professionals, employers and health plans. Our Business: WebMD is the leading provider of health information and services to consumers and healthcare professionals. The online healthcare information, decision-support applications and communications services that we provide: help consumers take an active role in managing their health by providing objective healthcare information and lifestyle information. make it easier for physicians and healthcare professionals to access clinical reference sources, stay abreast of the latest clinical information, learn about new treatment options, earn continuing medical education credits and communicate with peers. enable employers and health plans to provide their employees and plan members with access to personalized heath and benefit information and decision support technology that helps them make informed benefit, provider and treatment choices.
