CCaaS Platform Engineer
Core
Technical ownership and optimization of a Contact Center as a Service (CCaaS) platform and Intelligent Virtual Agent (IVA) solutions built on Five9 to ensure reliable call delivery and self-service automation.
Role type
Senior IC CCaaS Platform Engineer
Builds
Call flows, IVRs, routing logic, conversational AI experiences, and system integrations for a contact center environment
Domain
Telecommunications / Contact Center Operations / Conversational AI
Deliverable
production ML models | product features
Required skills
Five9 platform administration, call routing and IVR design, ACD queue management, telecom fundamentals (SIP, QoS, codecs), IVA configuration and optimization, vendor relationship management, change management, documentation
Preferred skills
Additional CCaaS platforms (Genesys, NICE, Talkdesk, Amazon Connect), Five9 certification, CRM integration (Salesforce), WFM/QM/QA tools, conversational design, ITIL processes, network infrastructure knowledge, regulated environment experience
Technologies
Five9, Agentic AI, SIP, QoS, codecs, Salesforce, WFM, QM, QA tools
Responsibilities
Monitor system health, voice quality, and call delivery; maintain routing logic, agent profiles, and flow design; analyze IVA metrics and implement enhancements; manage Five9 vendor relationship and escalations; evaluate and implement new features and integrations
Seniority
Mid-Senior, hands-on IC