Key Responsibilities

Voice Platform &

- Call Routing Management

- Own end-to-end Service Desk call routing architecture.

- Design, maintain, and optimize call flows, routing logic, and queue strategies.

- Configure and manage skill-based routing models.

- Analyze call distribution patterns and improve routing efficiency.

- Troubleshoot call routing issues and queue performance bottlenecks.

- Manage inbound and outbound call flows across multiple support channels.

IVR Administration &

- Automation

- Design, build, and maintain IVR menus and call treatment flows.

- Develop and manage IVR prompts, announcements, and voice recordings.

- Optimize self-service capabilities and call containment strategies.

- Implement intent-based routing and voice automation use cases.

- Partner with AI/Conversational teams to integrate IVA, chatbot, and voice bot capabilities.

Queue &

- Capacity Management

- Monitor queue health, staffing alignment, and service levels.

- Analyze call volumes, abandon rates, hold times, and occupancy metrics.

- Recommend staffing and routing improvements based on forecasted demand.

- Work closely with Workforce Management (WFM) teams to optimize customer experience.

Five9 &

- CCaaS Administration

- Administer and support Five9 contact center platform.

- Configure campaigns, skills, queues, routing rules, and agent profiles.





- Manage integrations between Five9, ServiceNow, telephony, and reporting systems.

- Ensure platform stability, resiliency, and operational performance.

- Support CCaaS migration, transformation, and optimization initiatives.

Required Skills &

- Experience

Technical Skills

- Deep understanding of:

- IVR architecture

- ACD routing

- Skill-based routing

- Queue management

- Workforce optimization concepts

- Contact center operations

Hands-on Experience

- Five9 CCaaS Administration

- Call Routing &
- Queue Management

- IVR Design &

- Configuration

- Voice Recording Management

- Voice Automation Solutions

- Conversational AI Platforms

- Intent Mapping &

- Call Steering

- Voice Analytics &

- Reporting

Telephony &

- Contact Center Technologies

- Five9

- Genesys (Preferred)

- IVA / Conversational AI Platforms

- SIP &
- Voice Infrastructure Concepts

- ServiceNow Integration

- Workforce Management Tools

Qualifications

- Bachelor's Degree in Information Technology, Computer Science, Telecommunications, or related field.

- 5+ years of experience supporting enterprise contact center and voice technologies.

- 3+ years of hands-on Five9 administration experience.

- Experience managing large-scale Service Desk voice operations.

📌 Five9 administration (Bangalore Metropolitan Area)
🏢 Artech
📍 Bangalore Metropolitan Area