Job highlights

- Familiarity with Five9 APIs and integrations with CRM and ticketing systems (Salesforce preferred)

- Five9 Certified Administrator or relevant certification

- Remote (must be able to work US time zones )

- 3+ years of hands-on experience as a Five9 Administrator or Engineer . . Strong knowledge of Five9 platform configuration,IVR scripting,and campaign management .

The ideal candidate will have a strong background in Five9 administration, IVR design, call routing, integrations, and reporting . This role involves working closely with business and technical teams to ensure seamless contact center operations and enhance customer experience.

Key Responsibilities:

- Administer and manage the Five9 Contact Center platform, including user provisioning, campaign management, and system configurations.

- Design, implement, and optimize IVR workflows, call routing strategies, and queues based on business requirements.

- Configure and maintain ACD (Automatic Call Distribution), skills-based routing, and dialer campaigns .

- Develop and manage call flows, scripts, and agent desktop configurations within Five9.

- Perform regular system audits, troubleshooting, and issue resolution.

- Create and analyze reports, dashboards, and KPIs for performance monitoring and improvements.

- Support CRM integrations (Salesforce, Zendesk, etc.) with Five9 where applicable.

- Manage permissions, security policies,



and compliance settings for Five9 users.

- Collaborate with internal teams and client stakeholders for requirements gathering, upgrades, and new feature deployments .

- Provide documentation, training, and best practices to end-users and technical staff.

Required Skills & Qualifications:

- 3+ years of hands-on experience as a Five9 Administrator or Engineer .

- Solid knowledge of Five9 platform configuration, IVR scripting, and campaign management .

- Experience with Omnichannel setup (Voice, Chat, Email, SMS) in Five9.

- Familiarity with Five9 APIs and integrations with CRM and ticketing systems (Salesforce preferred).

- Knowledge of contact center KPIs, reporting tools, and analytics .

- Strong troubleshooting and problem-solving skills.

- Excellent communication and documentation skills.

- Ability to work independently in a remote setup and manage multiple tasks effectively.

Preferred Qualifications:

- Five9 Certified Administrator or relevant certification.

- Experience in Genesys, NICE, Avaya, or other contact center platforms .

- Basic knowledge of VoIP, SIP, and networking concepts .

- Exposure to AI-powered contact center solutions and automation is a plus.

Work Schedule:

- Remote (must be able to work US time zones ).

Compensation:

- Competitive (based on experience and skills).

📌 Five9 Administrator Engineer (Kolkata)
🏢 UFS Networks
📍 Kolkata