Senior Five9 Systems Engineer - Cloud CCX & Automation

Nation Safe Drivers; Boca Raton (FL); On-site; USD 120,000 - 180,000; Full time

Job summary

Nation Safe Drivers is seeking a Five9 Systems Engineer to lead design, configuration, customization, and optimization of our Five9 cloud contact center platform. You will translate business needs into scalable solutions enhancing automation, efficiency, and customer/agent experience.

You will design IVRs, ACD routing, dashboards, and integrations with Salesforce, Teams, Jira, Azure AD, and other apps, using Five9 APIs and PowerShell to implement AI-driven capabilities and robust reporting.

Qualifications

• 8+ years hands-on experience with Five9 or a comparable cloud contact center platform.
• Strong expertise in Five9 configuration, customization, IVRs, ACD routing, queues, skills, campaigns, and call flows.
• Experience designing and implementing contact center solutions, workflow automation, integrations, and platform enhancements.
• Hands-on experience integrating Salesforce or comparable CRM platforms.
• Salesforce experience including configuration, troubleshooting, validation rules, user support, and mobile access.
• Strong knowledge of cloud contact center architecture, telephony, VoIP, SIP, QoS, networking, and call quality management.
• Experience with REST APIs, Five9 APIs, PowerShell, scripting, and system integrations.
• Proven ability to troubleshoot complex technical issues and translate business requirements into scalable technical solutions.
• Strong communication, analytical, and problem-solving skills.

Responsibilities

• Design, configure, and optimize the Five9 platform, including users, roles, security, queues, skills, campaigns, dispositions, and routing strategies.
• Build and enhance omnichannel workflows across voice, chat, email, and SMS.
• Design and optimize IVRs, ACD routing, call flows, and customer experience solutions.
• Develop and support integrations with Salesforce, Microsoft Teams, Jira, Azure AD (Entra ID), and other business applications.
• Create automation solutions using Five9 APIs, REST APIs, PowerShell, and related technologies.
• Implement and optimize AI-driven capabilities including Agent Assist, Intelligent Virtual Agents (IVA), Speech Analytics, WFM, and WFO solutions.
• Troubleshoot complex Five9, telephony, VoIP, SIP, networking, and integration issues, performing root-cause analysis and implementing sustainable solutions.
• Design reports, dashboards, and analytics to support business operations and contact center performance.
• Lead platform enhancements, migrations, upgrades, testing, and continuous improvement initiatives.
• Document system configurations, processes, and technical solutions while providing guidance to stakeholders and administrators.

Skills

Strong communication

Analytical

Problem-solving

Education

Five9 Certified Administrator

Five9 Implementation Certification

ITIL Foundation Certification

Tools

Five9

Salesforce

PowerShell

REST APIs

Jira

Power BI

SQL

VoIP/SIP

Job description

Nation Safe Drivers is seeking a Five9 Systems Engineer to lead design, configuration, customization, and optimization of our Five9 cloud contact center platform. You will translate business needs into scalable solutions enhancing automation, efficiency, and customer/agent experience.

You will design IVRs, ACD routing, dashboards, and integrations with Salesforce, Teams, Jira, Azure AD, and other apps, using Five9 APIs and PowerShell to implement AI-driven capabilities and robust reporting.