Contact Center Engineer III

RxBenefits is seeking a Contact Center Engineer III to support and enhance our Five9 contact center platform. This role sits within IT and partners closely with Call Center Operations Managers to improve customer and agent experiences through call flow optimization, Five9 IVA development, and reliable cloud integrations. You'll be hands-on with Five9 administration and configuration, building IVA experiences connected to Five9's hosted Azure OpenAI platform, and enabling transcription and analytics workflows using AWS Transcribe and Deepgram.

Essential Job Responsibilities Include:

• Administer and configure Five9 (users/roles, skills, queues, routing, IVR, campaigns, recordings, dashboards, and reporting).

• Design, build, test, and maintain Five9 IVA experiences leveraging Five9's hosted Azure OpenAI (prompting, dialog flows, intent/slot handling, containment, and agent escalation).

• Partner with Call Center Operations Managers to gather requirements, translate operational needs into routing/IVA changes, and deliver measurable improvements (AHT, containment, CSAT, transfer rate).

• Implement and support AWS and Azure integrations related to contact center workflows (REST APIs, event-driven patterns, IAM/identity fundamentals, monitoring/logging).

• Build and maintain speech transcription pipelines using AWS Transcribe and Deepgram (batch and/or real-time), including storage, indexing, retrieval, and operational reporting.

• Troubleshoot and resolve issues across telephony/call flows, IVA behavior, and cloud integrations; lead incident response and root-cause analysis (RCA).

• Establish standards for change control and release management (testing, rollback plans, documentation, peer reviews where applicable).

• Create runbooks, knowledge articles, and system diagrams; provide enablement to operations teams for day-to-day platform usage.

• Ensure solutions align with security, privacy, and compliance requirements (PII handling/redaction, retention, encryption, least-privilege access).

• Cross train peer group to eliminate single point of knowledge.

Required Skills / Experience:

• 4-6 years of experience supporting contact center platforms, including hands-on Five9 administration/configuration.

• Practical experience building or supporting IVA / conversational AI in a contact center environment.

• Experience integrating SaaS and cloud services using REST APIs / JSON; scripting or automation ability (Python, JavaScript, or similar).

• Working knowledge of Azure and AWS fundamentals relevant to integrations (identity/access, serverless concepts, networking basics, monitoring).

• Experience with speech transcription workflows

• Strong analytical and troubleshooting skills, with the ability to communicate clearly with technical teams and operations stakeholders.

• Exposure to AWS Connect

• Five9: ACD/IVR, skills-based routing, campaigns, recording, analytics, admin/security roles, APIs.

• Five9 IVA + Azure OpenAI (via Five9 hosted integration): dialog design, prompt tuning, escalation paths, safety and fallback handling.

• Transcription: AWS Transcribe, Deepgram, confidence scoring, diarization basics, redaction/PII handling, indexing and search.

• Cloud/Integration: API Gateway / Functions / Lambdas (or equivalents), queues/eventing, monitoring/logging, secrets management.

• General AWS experience related to compute, provisioning, etc.

Preferred Skills/Experience:

• Five9 certifications (Admin, Implementation, Supervisor) or equivalent demonstrated expertise.

• Experience with LLM prompt design and evaluation for voice experiences (guardrails, fallback strategies, prompt versioning, regression testing).

• Familiarity with call center KPIs and operational practices (WFM/QM, QA scoring, call dispositions, reporting/analytics).

• Knowledge of telephony fundamentals (SIP basics, call path troubleshooting, latency/jitter impacts).

• Experience in regulated environments (HIPAA, PCI, SOC 2) and implementing controls for voice and transcript data.

Success Measures:

• Improved IVA containment and reduced avoidable transfers or escalations for targeted call drivers.

• Faster turnaround on operational changes with fewer incidents through disciplined testing and change control.

• Reliable transcription pipelines with secure storage and usable outputs for QA and analytics.

• Strong partnership satisfaction from Call Center Operations Managers (predictable delivery, clear communication, documented processes).

Reporting & Collaboration:

• Reports to: Sr. Manger Shared Services (IT)

• Partners with: Call Center Operations Managers, QA/WFM, InfoSec, Engineering and Integration teams

Based on relevant market data and other factors, the anticipated hiring range for this role is $111,200 - $139,000 annually. Final compensation rates will be determined based on various factors, including but not limited to experience, skills, knowledge, and internal equity considerations. This role is also short-term incentive eligible. Incentive amounts will vary by individual and business goals.

We are committed to fair and equitable compensation practices. The final salary offered to the selected candidate may vary from the posted range due to individual qualifications. Our goal is to ensure that all teammates are compensated fairly and competitively based on their contributions to our organization.

RxBenefits is also committed to providing best in class benefits to our teammates. We offer a robust total rewards package that includes:

• Remote first work environment

• Choice of a HDHP or PPO Medical plan, we pay 100% of the premium for the HDHP for you and your eligible family members

• Dental, Vision, Short- and Long-Term Disability, and Group Life Insurance that we also pay 100% of premiums (for your family too on Dental and Vision)

• Additional buy-up options for Short- and Long-Term Disability and Life Insurance

• 401(k) with an employer match up to 3.5% available after 60 days

• Community Service Day to give back and support what you love in your community

• 10 company holidays including MLK Day, Juneteenth, and the day after Thanksgiving plus a floating holiday to use as you like

• Reimbursements for high-speed internet, we'll send you a computer and monitors to help you do your best work

• Tuition Reimbursement for accredited degree programs

• Paid New Parent Leave that can be used for adoption or birth

• Pet insurance to protect your furbabies

• A robust mental health benefit and EAP service through Spring Health to support you when you need it mos t

RxBenefits provides equal opportunities for everyone who works for us and everyone who applies to join our team, without regard to sex or gender, gender identity, gender expression, age, race, religious creed, color, national origin, ancestry, pregnancy, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, any service, past, present, or future, in the uniformed services of the United States (military or veteran status), or any other consideration protected by federal, state, or local law.