Remote CCaaS Platform Engineer (Five9 & IVA)

Apex Systems; Tampa (FL); Remoto; USD 100.000 - 150.000; Tempo pieno

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Five9

CCaaS

IVR design

ACD queues

IVA

CRM integration

QA tools

Documentation

Strumenti

Salesforce

WFM

QA tools

Descrizione del lavoro

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.