Remote Five9 CCaaS Platform Engineer & IVA Expert

PrudentRx; Tampa (FL); Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Healthcare benefits

401k match

Paid time off

Parental leave

Tuition reimbursement

Job summary

PrudentRx is seeking a CCaaS Platform Engineer to own and optimize the Five9-based contact center platform and IVA solutions, ensuring reliable call flows, IVR routing, and AI-driven self-service improvements.

You will partner with IT, Operations, and vendor teams to implement enhancements, troubleshoot incidents, and maintain documentation and change control. Fully remote role in a regulated environment with a focus on member experience and automation.

Qualifications

• 3–5 years supporting or administering contact center or voice platforms (Five9 preferred).
• Experience configuring IVA or conversational AI in contact centers.

Responsibilities

• Administrate and optimize the Five9 CCaaS platform to ensure uptime and performance.
• Own routing, queues, and IVR configuration to align with operations.
• Monitor IVA performance and self-service metrics, drive enhancements.
• Manage Five9 vendor relationships and escalate issues as needed.
• Lead change management for platform updates and integrations.

Skills

Five9 experience

Call routing design

IVR design

SIP / QoS basics

Self-service optimization

Documentation / change mgmt

Tools

CRM integrations

WFM/QM/QA tools

Job description

PrudentRx is seeking a CCaaS Platform Engineer to own and optimize the Five9-based contact center platform and IVA solutions, ensuring reliable call flows, IVR routing, and AI-driven self-service improvements.

You will partner with IT, Operations, and vendor teams to implement enhancements, troubleshoot incidents, and maintain documentation and change control. Fully remote role in a regulated environment with a focus on member experience and automation.