Five9 Cloud Contact Center Analyst

Attain Partners; United States; On-site; USD 90,000 - 115,000; Full time

Benefits offered by this job

Health, dental, vision benefits

401(k) matching

Unlimited time off + 11 holidays

Job summary

Attain Partners seeks a Service Center Systems Analyst to administer and optimize our cloud contact center tech, primarily Five9, with Salesforce integration. You will handle day-to-day operations, support users, document processes, and drive incident management with cross-functional teams in education, nonprofit, healthcare, and government sectors.

Responsibilities include configuring workflows, testing changes, maintaining documentation, and contributing to continuous improvement.

Qualifications

• 3+ years supporting or administering contact centre technologies.
• Experience configuring cloud-based contact centre platforms.
• Experience supporting production users and operations.
• Experience testing, troubleshooting, and incident management.
• Collaboration with stakeholders to implement configuration changes.
• Familiarity with Salesforce or another CRM platform.

Responsibilities

• Configure and maintain contact centre settings, primarily Five9.
• Support inbound/outbound SMS, voicemail, and digital workflows.
• Maintain agents, campaigns, dispositions, routing, and user settings.
• Assist with IVR and call flow routing updates per requirements.
• Support campaign setup, list management, and dialer configuration.
• Serve as escalation point for platform issues and coordinate resolutions.

Skills

Five9 administration

CRM integrations

Troubleshooting

Documentation

Communication

Independent work + collaboration

Education

Bachelor’s degree

Tools

Five9

Salesforce

NICE CXone

Genesys Cloud

Amazon Connect

Job description

Attain Partners seeks a Service Center Systems Analyst to administer and optimize our cloud contact center tech, primarily Five9, with Salesforce integration. You will handle day-to-day operations, support users, document processes, and drive incident management with cross-functional teams in education, nonprofit, healthcare, and government sectors.

Responsibilities include configuring workflows, testing changes, maintaining documentation, and contributing to continuous improvement.