Role Summary

We are seeking a highly skilled Voice & Contact Center Technology Specialist to manage, support, and optimize enterprise IT Service Desk voice platforms and contact center technologies. The ideal candidate will possess deep expertise in IVR administration, call routing, queue management, workforce capacity planning, and Contact Center as a Service (CCaaS) platforms, specifically Five9. This role will be responsible for ensuring effective call delivery, enhancing customer experience, driving voice automation initiatives, and supporting next-generation AI-enabled voice solutions.

This aligns with internal requirements around IVR operations, skill-based routing, queue management, and Five9 administration

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.

Reporting & Analytics
- Generate operational reports and dashboards.
- Analyze:
- Call volumes
- Talk time
- Hold time
- Queue performance
- Transfer rates
- Abandonment rates
- Service Levels
- IVR containment rates
- Provide actionable insights to leadership.

Vendor & Stakeholder Management
- Collaborate with Service Desk Operations, Product Owners, Engineering Teams, and Vendors.
- Support technology upgrades, migrations, and platform enhancements.




- Participate in incident management and problem management activities.

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

Preferred Experience
- AI-powered voice automation solutions
- Voice Biometrics / Authentication platforms
- Google Conversational AI / Gemini / Flash 3.5
- Cloud Contact Center transformations
- Service Desk environments supporting large-scale enterprises

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.

Preferred Certifications
- Five9 Administrator Certification
- CCaaS Certifications
- ITIL Foundation / ITIL 4
- Genesys Certifications
- ServiceNow Fundamentals

📌 Senior Technology Operations Analyst / Voice & CCaaS Specialist (Bengaluru)
🏢 Artech
📍 Bengaluru