Sr. Contact Center Specialist -Five9
Core
Architecting and optimizing enterprise Contact Center solutions on the Five9 CCaaS platform, focusing on multi-channel engagement, AI-driven self-service, and seamless integration with CRM and healthcare systems.
Role type
Senior IC Contact Center Solutions Architect / Engineer
Builds
Scalable, resilient, and secure multi-channel engagement solutions (voice, digital, AI) for enterprise healthcare operations.
Domain
Healthcare / Contact Center Technology / Cloud Communications
Deliverable
production ML models | product features | infrastructure
Required skills
Five9 CCaaS platform expertise, IVR design and orchestration, API-driven integration patterns, REST APIs and middleware, call routing strategies, agent scripting, reporting and analytics frameworks, healthcare data privacy regulations.
Preferred skills
Conversational AI platform integration (e.g., Sierra), Workforce Engagement platform configuration (e.g., Verint), cross-functional collaboration in regulated environments.
Technologies
Five9, Salesforce, Verint, Athena, Sierra, JavaScript, Python
Responsibilities
Design and configure enterprise Contact Center solutions on Five9; develop and maintain call flows, IVR configurations, and routing logic; integrate Five9 with third-party platforms (CRM, AI, WEM, clinical apps); translate business requirements into technical designs; support reporting and analytics frameworks; ensure adherence to data privacy and security regulations; provide technical leadership and mentorship.
Seniority
Senior, hands-on IC with architectural leadership
