Senior Contact Center Engineer

The Opportunity

We are seeking a motivated, customer-focused Senior Contact Center Engineer to join our growing Contact Center Services team. In this role, you will support operations, maintenance, and assist with the implementation of the Five9 cloud-based contact center platform. You’ll collaborate with team members, business partners, and Five9 to ensure seamless communication experiences across the organization.

What You’ll Work On

• Provide technical support for cloud contact center systems, including troubleshooting, patching, and performance monitoring.

• Participate in on-call rotation for critical support.

• Assist in configuring and deploying Five9 cloud-based contact center solutions.

• Support integration of contact center systems with enterprise tools such as CRMs, IVR, and reporting platforms.

• Contribute to technical documentation, including system configurations and workflows.

• Assist in developing training materials and delivering basic training sessions to internal teams.

• Stay current with emerging trends and best practices in cloud computing and contact center technologies.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field.

• Basic understanding of cloud platforms and networking concepts.

• Familiarity with VoIP and telecommunication technologies.

• Hands-on experience with cloud contact center platforms (Five9 preferred) and integrations with business tools (WFM, IVR, APIs).

• Experience with SIP trunking and routing.

• Strong analytical and troubleshooting skills with attention to detail.

• Effective verbal and written communication skills.

• Ability to work collaboratively in a team environment and adapt to fast-paced changes.

Preferred Qualifications

• 7+ years of experience in cloud computing, CCaaS, contact centers, or telecommunication systems.

• Familiarity with scripting languages (e.g., Python, Bash).

• Basic experience with APIs and web services.