Five9 System Engineer

Position Summary:

The Five9 Systems Engineer is responsible for the design, configuration, customization, optimization, and ongoing evolution of the Five9 cloud contact center platform. This role serves as a senior technical resource responsible for translating business and contact center requirements into scalable system solutions, developing custom configurations and workflows, optimizing routing and platform performance, and driving continuous improvements across the Five9 environment. 

The role will work closely with business stakeholders, contact center leadership, IT, and other technical teams to architect and implement solutions that improve system functionality, operational efficiency, automation, and the overall customer and agent experience. The ideal candidate has a strong engineering mindset and hands-on experience with Five9 configuration and customization, contact center architecture, integrations, APIs, automation, IVR, call routing, reporting, and troubleshooting complex technical issues. 

Five9 Platform Engineering & Configuration:

• Design, configure, and customize the Five9 platform to support evolving business and contact center requirements. 

• Architect and optimize users, roles, permissions, security settings, and platform configurations. 

• Design and configure queues, skills, campaigns, dispositions, business hours, holidays, and advanced call-routing strategies. 

• Design and optimize inbound, outbound, and omnichannel communication workflows including voice, chat, email, and SMS. 

• Configure and optimize Five9 applications including call recording, quality management, workforce optimization, and related platform capabilities. 

• Evaluate existing configurations and identify opportunities to improve system performance, scalability, reliability, and usability. 

Contact Center Solutions Engineering:

• Design, develop, and optimize ACD routing, IVRs, call flows, and complex routing strategies based on business requirements. 

• Translate contact center requirements into technical solutions, configurations, and workflows within Five9. 

• Design and implement solutions leveraging AI Agent Assist, Intelligent Virtual Agents (IVA), Speech Analytics, Workforce Management (WFM), and Workforce Optimization (WFO). 

• Analyze contact center workflows and recommend system-level enhancements that improve agent efficiency and customer experience. 

• Partner with business and technical stakeholders to assess requirements, evaluate solutions, and implement platform enhancements. 

Technical Troubleshooting & Systems Optimization:

• Serve as a senior technical resource for complex Five9 configuration, telephony, integration, and platform issues. 

• Investigate and diagnose complex issues across Five9, telephony, networking, integrations, and related technologies. 

• Troubleshoot VoIP and networking issues including SIP signaling, latency, jitter, packet loss, QoS, DNS, DHCP, VPN connectivity, and firewall configurations. 

• Analyze system behavior, identify root causes, and implement sustainable technical solutions rather than relying solely on workarounds. 

• Collaborate with Five9, carriers, vendors, and internal technical teams to resolve complex system issues and drive issues through to resolution. 

• Develop technical documentation for system configurations, solutions, troubleshooting procedures, and architectural decisions. 

Automation & Integrations:

• Design, develop, and maintain integrations between Five9 and business applications including Salesforce, Jira, Microsoft Teams, and identity providers such as Azure AD (Entra ID). 

• Experience with Salesforce mobile device field rep access, Salesforce functionality and the ability to add products, troubleshooting Activities not showing, and Opportunity Validation rules. 

• Develop and implement automation using Five9 APIs, REST APIs, and other integration technologies. 

• Design and optimize data flows between Five9 and connected business systems. 

• Develop and optimize Five9 bots, automation workflows, and other solutions that reduce manual processes and improve operational efficiency. 

• Evaluate existing integrations and automation for performance, reliability, and opportunities for enhancement. 

• Reporting & Analytics 

• Design and develop customized Five9 reports, dashboards, and analytics solutions to support business and operational requirements. 

Analyze contact center KPIs including: 

• Service Level 

• Average Speed of Answer (ASA) 

• Abandonment Rate 

• Occupancy 

• Average Handle Time (AHT) 

• First Call Resolution (FCR) 

• Analyze system and operational data to identify trends, performance gaps, and opportunities for optimization. 

• Translate reporting and performance data into technical and operational recommendations. 

Projects & Continuous Improvement:

• Lead or contribute to Five9 implementations, system enhancements, migrations, upgrades, disaster recovery testing, and business continuity initiatives. 

• Design and implement new Five9 functionality, configurations, integrations, and workflows from requirements through production deployment. 

• Develop testing strategies and conduct technical validation of new configurations, integrations, releases, and platform enhancements. 

• Manage configuration changes through appropriate testing, documentation, deployment, and post-implementation validation. 

• Evaluate new Five9 capabilities and determine how they can be leveraged to improve system functionality and business outcomes. 

• Identify opportunities to improve system architecture, automation, reliability, scalability, and operational efficiency. 

• Develop technical documentation, system specifications, configuration standards, and knowledge resources. 

• Provide technical guidance and training to administrators, users, and contact center stakeholders on new functionality and best practices. 

Required Qualifications:

• 8+ years of hands-on experience engineering, configuring, customizing, or optimizing Five9 or a comparable cloud contact center platform, including complex IVRs, ACD routing, queues, skills, campaigns, and call flows. 

• Experience designing and implementing technical solutions based on business and contact center requirements, including system integrations, workflow automation, and platform enhancements, with hands-on experience integrating Salesforce or comparable CRM platforms. 

• Experience with Salesforce, including mobile field rep access, core Salesforce functionality and the ability to add products, troubleshooting Activities not showing, and Opportunity Validation rules. 

• Strong knowledge of cloud contact center architecture, telephony, VoIP, networking, SIP, QoS, and call quality, with the ability to independently troubleshoot complex technical issues and perform root-cause analysis. 

• Hands-on experience with REST APIs, Five9 APIs, PowerShell, scripting, or other automation technologies, including developing or supporting integrations between contact center and business systems. 

• Strong systems-thinking, analytical, problem-solving, and communication skills, with the ability to translate business requirements into scalable technical solutions and collaborate effectively with technical and non-technical stakeholders. 

Preferred Qualifications 

• Verint experience, particularly with Workforce Management (WFM), Workforce Optimization (WFO), Quality Management, or related contact center technologies. 

• Five9 certification, including Five9 Certified Administrator or Five9 Implementation Certification. 

• Experience with Power BI, SQL, data integration tools, or advanced reporting and analytics. 

• Experience with Five9 AI Agent Assist, Intelligent Virtual Agents (IVA), Speech Analytics, or other AI-driven contact center technologies. 

• Experience leading or contributing to cloud contact center implementations, migrations, platform upgrades, or system architecture initiatives, with ITIL Foundation Certification a plus.