CCaaS Platform Engineer

Apex Systems; Tampa (FL); Remote; USD 100.000 - 150.000; Vollzeit

Zusammenfassung

Everforth Apex Systems is seeking a CCaaS Platform Engineer to own and optimize our Five9 CCaaS and IVA solutions. You will manage call flows, IVRs, routing, and integrations with CRM, WFM, and QA tools to ensure a reliable contact center experience.

You will collaborate with Contact Center leadership and IT teams to implement enhancements, monitor performance, and lead change management for new features and integrations. This is a fully remote role with national scope.

Qualifikationen

• 3–5 years supporting or administering contact center or voice platforms with hands-on Five9 experience in last 2–3 years.
• Strong understanding of call routing, IVR design, ACD queues, and agent management.
• Familiarity with telecom fundamentals (SIP, QoS, codecs, latency).
• Experience translating business needs into technical configurations and working across teams.

Aufgaben

• Administer and optimize Five9 CCaaS, monitor health, voice quality, and call delivery for uptime.
• Own routing, queues, and IVR configuration, maintaining logic and agent profiles.
• Monitor IVA performance and self-service metrics to drive improvements.
• Collaborate with stakeholders to enhance IVA and automation.
• Serve as technical liaison to Contact Center leadership and Five9 point of contact.
• Lead change management for Five9 features, integrations, and IVA enhancements.
• Coordinate with Application, Integration, Security, and Business teams on data flow and IT controls.
• Maintain documentation for platform config, IVA design, troubleshooting, and change control.

Kenntnisse

Five9

CCaaS

IVR design

ACD queues

IVA

CRM integration

QA tools

Documentation

Tools

Salesforce

WFM

QA tools

Jobbeschreibung

Job#: 3054723

Job Description

CCaaS Platform Engineer

Location: 100% REMOTE

Role Overview

The CCaaS Platform Engineer is responsible for the technical ownership, administration, performance, and continuous optimization of our Contact Center as a Service (CCaaS) platform and Intelligent Virtual Agent (IVA) solutions, built on Five9. This role ensures a reliable contact center experience by maintaining call flows, IVRs, routing logic, conversational AI experiences, and integrations with systems such as CRM, WFM, and QA tools. This position works with Contact Center leadership, Infrastructure, and Application teams to troubleshoot issues, implement enhancements, and optimize self-service performance.

Key Responsibilities

• Administer and optimize the Five9 CCaaS platform, monitoring system health, voice quality, and call delivery to ensure uptime and performance.
• Own routing, queues, and IVR configuration, maintaining logic, agent profiles, and flow design to align with business operations.
• Own IVA performance and self-service optimization by monitoring and analyzing containment, call deflection, and self-service completion metrics.
• Partner with stakeholders to identify opportunities for conversational enhancements, implement IVA updates, and increase automation effectiveness.
• Serve as the technical liaison to Contact Center leadership and the primary technical point of contact for Five9.
• Lead platform change management, including the evaluation, testing, and implementation of new Five9 features, integrations, and IVA enhancements.
• Partner with Application, Integration, Security, and Business teams to ensure data flow integrity, access controls, and compliance with IT policies.
• Maintain documentation related to platform configuration, IVA design, troubleshooting, and change control.

Required Qualifications

• 3 to 5 years of experience supporting or administering Contact Center or Voice Platforms, including hands-on Five9 experience within the last 2 to 3 years.
• Strong understanding of call routing, IVR design, ACD queues, and agent management.
• Familiarity with telecom fundamentals (SIP, QoS, codecs, latency troubleshooting).
• Experience collaborating with operations leaders to translate business needs into technical configurations.
• Demonstrated ability to work across teams to resolve complex voice quality or platform integration issues.
• Experience supporting, configuring, or optimizing IVA, conversational AI, or self-service automation platforms.
• Solid documentation, testing, and change management skills.

Preferred Qualifications

• Five9 certification(s) or formal Five9 platform training.
• Experience integrating Five9 with CRM systems (Salesforce preferred).
• Knowledge of Five9 WFM, QM/QA, and analytics/reporting tools.
• Experience with conversational design, intent tuning, and IVA workflow optimization.
• Experience with additional CCaaS platforms (Genesys Cloud CX, NICE CXone, Talkdesk, Amazon Connect, or similar) is a plus but not required
• Familiarity with analytics and reporting used to measure IVA performance.
• Familiarity with ITIL processes (incident, change, and problem management).
• Basic understanding of network infrastructure supporting voice (LAN/WAN, VPN, SBCs).
• Prior experience working in a regulated or compliance-driven environment (SOC 2, HIPAA, HITRUST, etc.).100%

Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

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