Senior Five9 Engineer

Summary

Join Beyond Finance as a Senior Five9 Engineer and contribute to our mission of helping Americans escape crippling debt. You will design, implement, and support innovative voice and digital communication solutions within our Five9 contact center platform. This role demands expertise in Five9, APIs, scripting languages (like Python, PowerShell, or Java), and telecommunications. You will manage telecommunications infrastructure, optimize call routing, and provide Level 3/4 support. Beyond Finance offers a collaborative work environment and competitive benefits, including health insurance, generous PTO, 401(k) matching, and career development opportunities.

Requirements

• Five9 Computer Telephony Integration (CTI), web services API
• Strong working knowledge with APIs, 3rd party app integration including Salesforce
• Extensive experience with Python, PowerShell, Java or other scripting languages
• Experience with Five9 connectors
• Experience with Pre-Packaged CRM Integrations
• More than 4 years of experience as SME: Five9 Programmer/Developer Engineering Role or TAM
• Strong Knowledge with out of the box reports for Queues, Agents, Interactions, Campaigns, IVR Scripting, List Reports, Contacts, Do Not Call, Worksheets and custom report creation
• Five9 Admin Certifications
• Good working Knowledge of BI tools
• Hands-on Experience with Calabrio One WFM
• Be able to be on call and provide after-hours support: US hours
• 6+ years of experience in Telecommunications
• Bachelor's degree or equivalent years of experience
• Analytical ability to understand requirements and own the solutions for A-Z
• Be able to travel to HQ in Chicago quarterly or as needed

Responsibilities

• Develop and deploy cloud-based voice and digital channels: chat, email, SMS, Virtual Agent, Digital Workflow Automations, Studio solutions for Call Center Technology in Five9
• Script API calls and work with Salesforce, AWS developers to create API interfaces
• Be on the leading edge of Contact Center Technologies and innovations
• Manage Telecommunications: Numbers Management, SIP trunking, virtual SBCs, LD Carriers Management, VOIP telephony, Dialer management and integrations
• Take full ownership of technical solutions programming deployments and Level 3/4 support
• Collect project requirements, prioritize work items, manage, schedule, and work on tight deadlines. Ensure on-time, quality of delivery and customer satisfaction
• Execute ad hoc tasks and follow best practices of change controls
• Own configurations and programming for the systems as needed, ensuring systems scalability and reliability
• Drive VOIP QoS delivery for outbound and Inbound interactions to maximize agent productivity, meeting business KPIs and objectives
• Manage recordings, reporting and other auxiliary call center applications
• Follow IT deployment methodology and processes
• Drive for Call Center design, Implementation and Support
• Build Call Flows, advanced level IVRs, skills, permissions, roles, data points, users, workflows, reports
• Firsthand experience building automations: skill management, agents onboarding/off-boarding, Five9 ESS and WFA, WFM
• Dialer optimization: deep knowledge of Inbound and Outbound (preview, power, progressive) call routing, Ratios, Call Analysis
• Routing logic expertise on all VCC configurations of Queues, Variables, SSO and IDPs configurations, State Routing Rules, Foreign Scripts, Workflows
• Real-time troubleshooting IVR call flow, telephony, call quality, functionality and usability verification
• Day-to-day management and L3-4 support including call routing, agent management, automations, scripting, reporting and documenting knowledge articles
• Provide configurations and programming for the system as needed, working with various internal and external technical teams

Benefits

• Considerable employer contributions for health, dental, and vision programs
• Generous PTO, paid holidays, and paid parental leave
• 401(k) matching program
• Merit advancement opportunities
• Career development & training