Five9 Contact Center Engineer

Location : Remote - India

Experience : 8+ years

Joining : Immediate or early joiners preferred

Work Schedule : Candidates must be flexible to provide overlapping support during the US Central Time (CT) zone, as required.

Role Overview :

NetAnalytiks Technologies Ltd. is looking for an experienced Tier III Five9 Contact Center Engineer to provide advanced engineering and production support for an enterprise Five9 Contact Center environment.

The selected candidate will serve as the highest level of technical escalation for Five9-related incidents and take ownership of platform administration, IVR and routing design, telephony, integrations, production stability and platform optimization. The role involves working closely with Infrastructure, Network, Security, Identity, Unified Communications, Microsoft Teams, CRM and global business teams.

Key Responsibilities :

Five9 Platform Administration :

- Administer and maintain enterprise Five9 production environments.

- Configure and manage skills, campaigns, queues, dispositions, profiles and users.

- Design and implement intelligent, skills-based and omnichannel routing strategies.

- Support voice, chat, email, SMS and social engagement channels.

- Manage platform upgrades, feature rollouts and production stability.

- Configure and support Five9 Digital Engagement and Workforce Optimization.

Contact Center Engineering :

- Design, develop and support IVRs and digital workflows.

- Configure queue prioritization, overflow routing and callback services.

- Support Agent Desktop, supervisor dashboards and reporting.

- Implement and maintain voice bots, virtual agents and AI-based routing.

- Optimize contact flows, agent experience and platform performance.

Voice and Telephony Support :

- Support SIP trunks, SBCs, carrier connectivity, DIDs and toll-free routing.

- Troubleshoot PSTN, SIP and voice-quality issues.

- Investigate latency, packet loss, codecs and call-routing failures.

- Perform packet captures and QoS validation.

- Work with SIP, RTP, TLS and SRTP protocols.

Integrations :

- Support Five9 integrations with Salesforce, ServiceNow, Microsoft Dynamics and Microsoft Teams.

- Manage integrations with Active Directory/Entra ID and Okta.

- Configure CTI adapters, CRM screen pops, SSO and OAuth.

- Develop and troubleshoot integrations using REST APIs, webhooks and web services.

- Support migration from platforms such as Genesys, NICE CXone, Cisco UCCE or Amazon Connect.

Tier III Production Support :

- Act as the Tier III escalation point for complex Five9 issues.

- Troubleshoot IVR, routing, agent login, voice quality and SIP failures.

- Resolve queue congestion, reporting, API, CRM and Workforce Optimization issues.

- Conduct root-cause analysis, trend analysis and problem management.

- Develop corrective and preventive action plans.

- Support incident, change and problem-management processes.

Required Qualifications :

- Bachelor's degree in Computer Science, Information Technology or equivalent practical experience.

- 7+ years of experience supporting enterprise contact-center platforms.

- At least 5 years of hands-on Five9 administration experience in production environments.

- Experience supporting large-scale or global contact-center operations.

- Experience supporting environments with approximately 500-5,000+ agents.

- Strong understanding of CCaaS platforms and enterprise telephony.

- Experience with ITIL-based incident, change and problem management.

- Willingness to work remotely from India with required overlap during US Central Time hours.

Mandatory Technical Skills :

- Five9 VCC and Five9 Studio

- Five9 Administrator Console

- Agent Desktop Plus and Supervisor

- IVR development and intelligent call routing

- Skills-based and omnichannel routing

- Digital Engagement and campaign management

- Five9 IVA and AI Routing

- Workforce Optimization and reporting

- SIP, RTP, SBC and enterprise telephony

- CTI, SSO, OAuth, REST APIs and webhooks

- CRM and enterprise application integrations

- Tier III incident resolution and production support

Preferred Qualifications :

- Five9 Administrator Certification

- Five9 Implementation Certification

- ITIL Foundation or ITIL 4 Certification

- Microsoft Certified: Teams Administrator Associate

- Microsoft Certified: Azure Administrator Associate

- Cisco CCNP Collaboration

- Experience migrating from Genesys, NICE CXone, Cisco UCCE or Amazon Connect to Five9

How to Apply :

Interested candidates may share their updated resume with the following details :

- Total experience :
- Relevant Five9 experience :
- Current location :
- Current and expected compensation :
- Notice period or earliest joining date :
- Availability to work with US Central Time overlap :

Skills

Five9 IVR, Contact Center Analytics, IVR, IP Telephony, SIP, Genesys IVR, CxOne, Cisco UCCE, ITIL