Contact Center Engineer Five9

Programmers.io; Frederick (MD); Presencial; USD 120.000 - 180.000; Jornada completa

Descripción de la vacante

Programmers is seeking a senior engineer to design, build, and deploy Five9 CCaaS solutions. You will create high and low level designs (Visio), develop IVR routing and digital engagement capabilities, and drive successful integrations in collaboration with enterprise architects and cross-functional teams.

You will translate business outcomes into scalable CCaaS designs, contribute to engineering standards, and ensure operational readiness.

Formación

• Bachelor’s degree in computer science, engineering, information systems, or a related technical field.
• 8+ years of software engineering, platform engineering, or technology delivery experience with enterprise CCaaS technologies.
• Experience translating business outcomes into technical designs and delivering scalable CCaaS solutions.

Responsabilidades

• Design, build, test, and implement Five9 CCaaS solutions, focusing on high/low level designs in Visio and successful integrations with architects and Architecture Review Board.
• Develop resilient IVR routing, digital engagement, and automation aligned with approved designs.
• Create and maintain technical documentation, design artifacts, test evidence, and support procedures.
• Collaborate with Program Director, Telephony Engineers, Call Center SMEs, Architecture, Operations, and stakeholders throughout design and delivery.
• Contribute to engineering standards, solution quality, operational readiness, and continuous improvement.
• Demonstrate deep Five9 expertise: deployments, design, IVR, routing, digital channels, integrations, reporting, and administration.
• Translate business outcomes into technical designs and deliver scalable CCaaS solutions and enterprise integrations.
• Develop and support APIs and integrations with enterprise platforms (Salesforce, AWS/Azure, etc.).
• Experience with workforce management, CRM (Salesforce) and related contact center technologies; hands-on with at least two of Java, .NET, Python, REST APIs, cloud services.
• Deliver with attention to detail, documentation, testing, troubleshooting, and strong communication.
• 8+ years of experience in software/tech delivery with CCaaS focus; lead design/build/integration initiatives.
• The Telephony Contact Center as a Service (CCaaS) senior engineer leads architecturally sound design and deployments enabling exceptional customer experiences.
• Lead telephony transformation efforts and modernization leveraging full engineering lifecycle.

Educación

Bachelor's degree in CS/Engineering

Herramientas

Five9 Platform

IVR Design

API Integrations

Descripción del empleo

• :Design| build| test| and implement Five9 Contact Center solutions with a key focus on designing (creating and maintaining High Level and Low Level Designs in Visio) and ensuring successful integrations| and platform enhancements in close cooperation with the Enterprise Architects and the efforts to support successful Architecture Review Board processes.
• Develop resilient IVR| routing| digital engagement| and automation capabilities aligned with approved technical designs.
• Create and maintain technical documentation| design artifacts| test evidence| and support procedures.
• Partner with Program Director| Telephony Engineers| Call Center SMEs| Architecture| Operations| and business stakeholders throughout design and delivery.
• Contribute to engineering standards| solution quality| operational readiness| and continuous improvement.
• Possess deep expertise in Five9 deployments| including solution design| IVR development| routing| digital channels| integrations| reporting| and platform administration.
• Have experience translating business outcomes into technical designs and delivering scalable| resilient Contact Center solutions| platform enhancements| and enterprise integrations.
• Have strong experience developing and supporting APIs and integrations with enterprise platforms.
• Experience with workforce management| CRM platforms specifically Salesforce| workforce optimization (QA/Workforce Management)| and related Contact Center technologies are highly desirable.Have hands-on experience with at least two of the following technologies: Java| .NET| Python| REST APIs| automation frameworks| cloud services| and cloud-native architectures.
• Demonstrate exceptional delivery| attention to detail| documentation| testing| troubleshooting| communication| and operational readiness practices.
• You have 8+ years of software engineering| platform engineering| or technology delivery experience| including significant experience with enterprise Five9 Contact Center technologies and implementations.
• "The Telephony Contact Center as a Service (CCaaS) senior engineer leads the design| build| integration and deployments with architecturally sound solutioning that enables exceptional Banner customer and associate experiences.
• In this role| you will deliver strategic initiatives as part of the IT Department to include the entire ecosystem of telephony transformation to include platform enhancements and modernization efforts leveraging the full engineering lifecycle.

Top 3 Required Skills

• 1. Five9 Contact Center Platform Configuration & Implementation
• 2. IVR Design, Intelligent Call Routing, SIP/VoIP Technologies
• 3. API Development & Integrations (Salesforce, AWS/Azure, Enterprise Systems)

Top 3 Preferred Skills

• 1. Five9 Certifications
• 2. Salesforce Service Cloud Experience
• 3. Cloud-Native Architecture & Enterprise Integration Patterns

Education Requirements Bachelor’s degree in computer science, Engineering, Information Systems, or a related technical field