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