Remote Telephony Engineer

Summary

Join our team as an experienced Telephony Engineer to manage, configure, and optimize Five9 contact center and AWS Connect platforms.

Requirements

• Proven experience working with Five9 and AWS Connect or similar cloud-based contact center platforms with at least 3 years of experience
• Strong understanding of call center operations
• Proficiency in configuring and customizing the Five9 and AWS platforms, including IVR scripting, call routing, and reporting
• Hands-on experience with AWS services, specifically AWS Connect, and Five9
• Experience in designing and implementing AWS Cloud contact center solutions
• Excellent problem-solving skills and ability to troubleshoot technical issues independently
• Strong communication and collaboration skills with cross-functional teams
• Ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines in a fast-paced environment

Responsibilities

• Managing the setup, configuration, and administration of Five9 and AWS Connect contact center platforms
• Designing and implementing call flows, IVR scripts, queues, and routing strategies to enhance call handling and improve customer experience
• Collaborating closely with stakeholders to gather requirements and translate them into technical solutions
• Providing technical support and troubleshooting issues related to the Five9 platform and AWS Connect
• Developing custom contact flows and IVR systems
• Monitoring and analyzing system performance, identifying areas for optimization
• Create detailed reports on IVR performance and usage using Five9 and AWS platforms as requested
• Analyze IVR performance metrics to identify areas for improvement and make necessary adjustments

Benefits

Fully remote position: Work remotely from anywhere you want