Remote CCaaS Platform Engineer & IVA Specialist

PrudentRx; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Life insurance

Long term disability

401k with company match

Paid PTO

Parental Leave

Tuition Reimbursement

Job summary

Prudent Rx is seeking a CCaaS Platform Engineer to own, administer, and optimize the Five9-based contact center platform and IVA solutions. You will ensure high uptime, scalable routing, IVR and AI-driven self-service, integrating with CRM, WFM, and QA tools.

Collaborating with Contact Center leadership, Infrastructure, and Application teams, you will troubleshoot, test new features, and manage vendor relationships to continually improve member experience through automation and data-driven

Qualifications

• 3 to 5 years of experience in contact center or voice platforms.
• Strong routing, IVR design, ACD queues, and agent management knowledge.
• Familiarity with telecom fundamentals (SIP, QoS, codecs, latency).
• Experience translating business needs into technical configurations.
• Experience supporting IVA/conversational AI or self-service automation.
• Solid documentation, testing, and change management skills.

Responsibilities

• Administer and optimize the Five9 CCaaS platform.
• Monitor system health, voice quality, and call delivery within Five9 to ensure uptime and performance.
• Own routing, queues, and IVR configuration.
• Maintain routing logic, agent profiles, queues, and flow design using Five9's Agentic AI platform.
• Own IVA performance and self-service optimization.
• Monitor and analyze IVA containment, call deflection, customer journey, and self-service metrics.
• Manage Five9 vendor relationship and escalations.
• Serve as the technical liaison to Contact Center leadership and coordinate with Five9 support and vendors.
• Lead platform change management and enhancements.
• Evaluate, test, and implement new Five9 features and integrations with Infrastructure and Operations teams.

Skills

Five9 administration

IVR design

IVA optimization

Cross-functional collaboration

Platform monitoring

Vendor management

Security & IT policies

Tools

Salesforce CRM

QA tools

Job description

Prudent Rx is seeking a CCaaS Platform Engineer to own, administer, and optimize the Five9-based contact center platform and IVA solutions. You will ensure high uptime, scalable routing, IVR and AI-driven self-service, integrating with CRM, WFM, and QA tools.

Collaborating with Contact Center leadership, Infrastructure, and Application teams, you will troubleshoot, test new features, and manage vendor relationships to continually improve member experience through automation and data-driven