Five9 Engagement Specialist – IVR/IVA & Analytics

Artech L.L.C.; North Chicago (IL); Hybrid; USD 70,000 - 100,000; Full time

Job summary

Artech L.L.C. is seeking a Five9 Engagement Analyst for a 12-month contract in North Chicago, IL, with a hybrid schedule (in-office Tue, Wed, Thu).

The role focuses on managing IVR/IVA operations and ensuring compliant, patient-friendly voice experiences across call center and patient services channels. The ideal candidate will have hands-on Five9 experience, IVR/IVA design know-how, strong analytics, and cross-functional collaboration skills, with Neustar familiarity preferred.

Qualifications

• Hands-on Five9 or similar contact center platform experience.
• Experience with Neustar or comparable caller ID/fraud mitigation platforms preferred.
• Familiarity with IVR/IVA design principles and call flow logic.
• Strong analytical skills with call metrics to identify trends and issues.
• Ability to work cross-functionally with call center operations, IT, and vendors.
• Healthcare, pharma, or patient services experience a plus.

Responsibilities

• Manage day-to-day operations of IVR and IVA workflows on the Five9 platform, including configuration updates, call flow logic, and routing rules.
• Monitor platform performance (call routing accuracy, containment rates, abandonment, latency) and troubleshoot operational issues.
• Partner with call center, intake center, and field support teams to translate business/patient experience needs into IVR/IVA design changes.
• Support testing, QA, and validation of IVR/IVA changes prior to production release.
• Maintain documentation of call flows, configurations, and change history for audit and governance purposes.
• Coordinate with vendors on platform issues, enhancements, and roadmap items.
• Track and report on IVR/IVA KPIs to stakeholders.
• Support compliance considerations relevant to telephony operations.

Skills

Five9 platform experience

IVR/IVA design knowledge

Analytical skills

Cross-functional collaboration

Neustar familiarity

Job description

Artech L.L.C. is seeking a Five9 Engagement Analyst for a 12-month contract in North Chicago, IL, with a hybrid schedule (in-office Tue, Wed, Thu).

The role focuses on managing IVR/IVA operations and ensuring compliant, patient-friendly voice experiences across call center and patient services channels. The ideal candidate will have hands-on Five9 experience, IVR/IVA design know-how, strong analytics, and cross-functional collaboration skills, with Neustar familiarity preferred.