Senior Five9 Contact Center Engineer – CCaaS & Integrations

Key Responsibilities

• Design, build, test, and implement Five9 Contact Center solutions.

• Create and maintain High-Level Designs (HLDs) and Low-Level Designs (LLDs) in Visio.

• Ensure successful integrations and platform enhancements in collaboration with Enterprise Architects.

• 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 the 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.

• Demonstrate deep expertise in Five9 deployments, including solution design, IVR development, routing, digital channels, integrations, reporting, and platform administration.

• Translate business outcomes into technical designs and deliver scalable, resilient Contact Center solutions, platform enhancements, and enterprise integrations.

• Develop and support APIs and integrations with enterprise platforms.

• Work with workforce management, CRM platforms (specifically Salesforce), workforce optimization (QA/Workforce Management), and related Contact Center technologies.

• Have hands-on experience with at least two of the following technologies:

  • Java

  • .NET

  • Python

  • REST APIs

  • Automation frameworks

  • Cloud services

  • Cloud-native architectures

• Demonstrate exceptional delivery, attention to detail, documentation, testing, troubleshooting, communication, and operational readiness practices.

• Possess a bachelor’s degree in Computer Science, Engineering, Information Systems, or a related discipline.

• Have 6+ years of software engineering, platform engineering, or technology delivery experience, including significant experience with enterprise Five9 Contact Center technologies and implementations.

Essential Skills

• Lead the design, build, integration, and deployment of Telephony Contact Center as a Service (CCaaS) solutions using architecturally sound approaches that enable exceptional Banner customer and associate experiences.

• Deliver strategic IT initiatives covering the entire telephony transformation ecosystem, including platform enhancements and modernization efforts throughout the engineering lifecycle.

• Translate business outcomes into resilient, scalable technical solutions.

• Build high-quality IVR, routing, digital, integration, and automation capabilities.

• Produce documentation and operational readiness materials to support reliable operations.

• Collaborate with senior-level leadership, the Program Director, Infrastructure Division, Operations, Telephony and IT engineers, and business stakeholders.

• Apply strong engineering discipline and attention to detail throughout delivery.

Key Experience — 6 Domains

• Platform Configuration: Build and manage Five9 Cloud features, including voice and digital channels, queues, and workforce engagement elements.

• IVR & Routing: Design and develop custom Interactive Voice Response (IVR) architectures, call flows, and intelligent routing strategies.

• System Integration: Develop and maintain APIs and integrations connecting Genesys with enterprise systems, including CRM platforms, databases, and AWS or Azure cloud services.

• Testing & Troubleshooting: Diagnose complex issues involving telephony, SIP routing logic, and APIs while conducting structured unit and integration testing.

• Documentation & Standards: Create technical specifications, support procedures, and design artifacts to uphold engineering best practices.

Top 3 Required Skills

1. Five9 Contact Center Platform Configuration & Implementation.

2. IVR Design, Intelligent Call Routing, SIP/VoIP Technologies.

3. API Development & Integrations (Salesforce, AWS/Azure, Enterprise Systems).

Top 3 Preferred Skills

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.

Years of Experience

- 8+ years of software engineering, platform engineering, or technology delivery experience, with significant Five9 Contact Center implementation experience.