Remote CCaaS Platform Engineer — IVA & IVR Optimization

PrudentRx; Tampa (FL); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health, dental, life insurance

401k with company match

Competitive PTO

Parental leave

Tuition reimbursement

Job summary

PrudentRx is seeking a CCaaS Platform Engineer to own the Five9 CCaaS platform and IVA solutions, ensuring high uptime and optimal customer experience. You will configure routing, queues, and IVR, monitor IVA performance, and drive self-service improvements.

You will manage the Five9 vendor relationship, coordinate with IT and Operations, and lead platform changes and enhancements with governance and data security in mind.

Qualifications

• 3–5 years supporting or administering contact center or voice platforms, with Five9 in the last 2–3 years.
• Strong understanding of call routing, IVR design, ACD queues, and agent management.
• Familiarity with telecom fundamentals (SIP, QoS, codecs).
• Experience collaborating with operations to translate business needs into technical configurations.

Responsibilities

• Administer and optimize the Five9 CCaaS platform.
• Own routing, queues, and IVR configuration using Five9 platform.
• Own IVA performance and self-service optimization with IVA tools.
• Manage Five9 vendor relationship and escalations as primary technical contact.
• Lead platform change management and implement new Five9 features and integrations.

Skills

Five9 platform

Call routing

IVR design

IVA optimization

Cross-functional collaboration

Tools

CRM integrations (Salesforce)

WFM/QM/QA tools

Analytics/reporting tools

ITIL processes

Job description

PrudentRx is seeking a CCaaS Platform Engineer to own the Five9 CCaaS platform and IVA solutions, ensuring high uptime and optimal customer experience. You will configure routing, queues, and IVR, monitor IVA performance, and drive self-service improvements.

You will manage the Five9 vendor relationship, coordinate with IT and Operations, and lead platform changes and enhancements with governance and data security in mind.