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.

📌 F Administration Bangalore Metropolitan Area
🏢 Artech
📍 Bangalore Metropolitan Area