Five9 CCaaS Specialist — Remote Center Ops (Level 2)

UNITY BPO; Albuquerque (NM); Remote; USD 70,000 - 95,000; Full time

Job summary

UnityBPO is seeking a Contact Center Solutions & Operations Specialist II (Level 2) to own day-to-day administration, configuration, and optimization of our cloud-based contact center platforms, with a strong focus on Five9 CCaaS.

This role serves as the primary Level 2 resource for platform operations and troubleshooting, collaborating with business stakeholders, IT, and vendors to deliver reliable customer experiences.

Qualifications

• Bachelor's degree or equivalent professional experience in IT, business, or related field.
• 2–5 years supporting enterprise contact center technologies.
• Experience administering Five9 or other CCaaS platforms.
• Experience configuring IVRs, queues, campaigns, routing, and user administration.
• Knowledge of SIP, VoIP, cloud telephony, and CCaaS operations.
• Strong analytical, organizational, and problem-solving skills.
• Excellent written and verbal communication skills.

Responsibilities

• Administer Five9 CCaaS environments and manage users, campaigns, queues, and security.
• Troubleshoot SIP/VoIP, telephony, routing, and voice-quality issues.
• Monitor platform availability, performance, and service health; escalate as needed.
• Develop dashboards and KPIs; analyze data to drive improvements; train users.

Skills

Five9 CCaaS

VoIP SIP

IVR configuration

Routing strategies

Troubleshooting

Reporting

Education

Bachelor's degree or equivalent

Tools

Epic

eClinicalWorks

Nextech

Genesys

NICE CXone

Job description

UnityBPO is seeking a Contact Center Solutions & Operations Specialist II (Level 2) to own day-to-day administration, configuration, and optimization of our cloud-based contact center platforms, with a strong focus on Five9 CCaaS.

This role serves as the primary Level 2 resource for platform operations and troubleshooting, collaborating with business stakeholders, IT, and vendors to deliver reliable customer experiences.