- Design, architect, implement, and support enterprise Five9 contact center solutions.
- Lead customer discovery sessions to understand business requirements and translate them into scalable technical solutions.
- Configure and deploy Five9 components including routing strategies, IVRs, campaigns, integrations, reporting, and voice infrastructure.
- Design and implement SIP trunk connectivity, carrier integrations, and high-availability voice architectures.
- Troubleshoot complex voice, signaling, network, and application issues across enterprise environments.
- Serve as the technical lead for large-scale deployments, migrations, Proof of Concepts (POCs), and modernization initiatives.
- Provide architecture guidance and technical recommendations while balancing business objectives, timelines, and budget constraints.
- Collaborate with network, security, cloud, infrastructure, development, and customer success teams throughout project lifecycles.
- Create implementation standards, engineering documentation, deployment runbooks, and operational best practices.
- Lead technical knowledge-sharing sessions and establish engineering standards across the organization.
- Identify opportunities to automate operational processes and improve platform scalability, resiliency, and performance.
- Perform root cause analysis for production incidents and implement long-term corrective actions.
- Present technical solutions and architecture recommendations to executive stakeholders, customers, and project leadership.
Requirements
- Bachelor's degree in Computer Science, Information Technology, Telecommunications, or equivalent professional experience.
- 8–10+ years of experience designing and supporting enterprise telecommunications or cloud contact center environments, including 5+ years supporting a user base of 1,000+ users across 20+ programs.
- Extensive hands-on experience administering and implementing Five9 solutions.
- Strong understanding of SIP signaling, RTP media streams, QoS, DNS, networking, and voice protocols.
- Experience with enterprise call flow design, IVR development, routing strategies, and omnichannel customer engagement.
- Experience integrating contact center platforms with CRM, workforce optimization, and third-party business applications.
- Exceptional troubleshooting and analytical skills across voice, networking, and cloud environments.
- Excellent written, verbal, and presentation skills with the ability to communicate effectively with both technical and executive audiences.
- Proven ability to lead complex enterprise implementations while managing multiple priorities.
Core Competencies
Demonstrates expertise in designing and implementing Five9 contact center solutions, with a strong focus on SIP signaling, IVR development, and enterprise telecommunications. Proven ability to lead large-scale deployments and collaborate effectively with cross-functional teams while ensuring alignment with business objectives.
Highest-signal resume keywords
- Five9 Solutions Implementation
- SIP Signaling Expertise
- Enterprise Telecommunications Design
- Troubleshooting Voice and Networking Issues
- Customer Engagement Integration
ATS Optimization Keywords
Hard Skills
- Five9 Configuration
- IVR Development
- Routing Strategies
- SIP Trunk Connectivity
- Voice Infrastructure Design
- Call Flow Design
- RTP Media Streams
- Quality of Service (QoS)
- Network Troubleshooting
- Cloud Contact Center Environments
Soft Skills
- Analytical Skills
- Presentation Skills
- Communication Skills
- Leadership Skills
- Collaboration Skills
Industry Keywords
- Telecommunications
- Contact Center Solutions
- Omnichannel Customer Engagement
- Enterprise Deployments
- Technical Architecture
Tools & Technologies
- CRM Integration
- Workforce Optimization Tools
- Third-Party Business Applications
- Deployment Runbooks
- Engineering Documentation