Job Description
Role - Contact Center Engineer Five9
\n
Location: Frederick, Maryland – Onsite
\n
Contract
\n
\n
Role Descriptions:
\n
Key Responsibilities
\n
- \n
- :Design| build| test| and implement Five9 Contact Center solutions with a key focus on designing (creating and maintaining High Level and Low Level Designs in Visio) and ensuring successful integrations| and platform enhancements in close cooperation with the Enterprise Architects and the efforts to support successful Architecture Review Board processes.
- Develop resilient IVR| routing| digital engagement| and automation capabilities aligned with approved technical designs.
- Create and maintain technical documentation| design artifacts| test evidence| and support procedures.
- Partner with Program Director| Telephony Engineers| Call Center SMEs| Architecture| Operations| and business stakeholders throughout design and delivery.
- Contribute to engineering standards| solution quality| operational readiness| and continuous improvement.
- Possess deep expertise in Five9 deployments| including solution design| IVR development| routing| digital channels| integrations| reporting| and platform administration.
- Have experience translating business outcomes into technical designs and delivering scalable| resilient Contact Center solutions| platform enhancements| and enterprise integrations.
- Have strong experience developing and supporting APIs and integrations with enterprise platforms.
- Experience with workforce management| CRM platforms specifically Salesforce| workforce optimization (QA/Workforce Management)| and related Contact Center technologies are highly desirable.Have hands-on experience with at least two of the following technologies: Java| .NET| Python| REST APIs| automation frameworks| cloud services| and cloud-native architectures.
- Demonstrate exceptional delivery| attention to detail| documentation| testing| troubleshooting| communication| and operational readiness practices.
- You have 8+ years of software engineering| platform engineering| or technology delivery experience| including significant experience with enterprise Five9 Contact Center technologies and implementations.
\n
\n
\n
\n
\n
\n
\n
\n
\n
\n
\n
\n
Essential Skills:
\n
- \n
- "The Telephony Contact Center as a Service (CCaaS) senior engineer leads the design| build| integration and deployments with architecturally sound solutioning that enables exceptional Banner customer and associate experiences.
- In this role| you will deliver strategic initiatives as part of the IT Department to include the entire ecosystem of telephony transformation to include platform enhancements and modernization efforts leveraging the full engineering lifecycle.
\n
\n
\n
Top 3 Required Skills
\n
1. Five9 Contact Center Platform Configuration & Implementation
\n
2. IVR Design, Intelligent Call Routing, SIP/VoIP Technologies
\n
3. API Development & Integrations (Salesforce, AWS/Azure, Enterprise Systems)
\n
Top 3 Preferred Skills
\n
1. Five9 Certifications 2. Salesforce Service Cloud Experience 3. Cloud-Native Architecture & Enterprise Integration Patterns Education Requirements Bachelor’s degree in computer science, Engineering, Information Systems, or a related technical field
\n