FiveSystem Engineer

Job Details

Job Location:

Boca Raton, FL 33487,

Position Summary:

The Five9 Systems Engineer is responsible for the design, configuration, customization, optimization, and ongoing evolution of the Five9 cloud contact center platform. This role serves as a senior technical resource responsible for translating business and contact center requirements into scalable system solutions, developing custom configurations and workflows, optimizing routing and platform performance, and driving continuous improvements across the Five9 environment. The role will work closely with business stakeholders, contact center leadership, IT, and other technical teams to architect and implement solutions that improve system functionality, operational efficiency, automation, and the overall customer and agent experience.

The ideal candidate has a strong engineering mindset and hands-on experience with Five9 configuration and customization, contact center architecture, integrations, APIs, automation, IVR, call routing, reporting, and troubleshooting complex technical issues.

• Design, configure, and customize the Five9 platform to support evolving business and contact center requirements.
• Architect and optimize users, roles, permissions, security settings, and platform configurations.
• Design and configure queues, skills, campaigns, dispositions, business hours, holidays, and advanced call-routing strategies.
• Design and optimize inbound, outbound, and omnichannel communication workflows including voice, chat, email, and SMS.
• Configure and optimize Five9 applications including call recording, quality management, workforce optimization, and related platform capabilities.
• Evaluate existing configurations and identify opportunities to improve system performance, scalability, reliability, and usability.

• Design, develop, and optimize ACD routing, IVRs, call flows, and complex routing strategies based on business requirements.
• Translate contact center requirements into technical solutions, configurations, and workflows within Five
  9.
• Design and implement solutions leveraging AI Agent Assist, Intelligent Virtual Agents (IVA), Speech Analytics, Workforce Management (WFM), and Workforce Optimization (WFO).
• Analyze contact center workflows and recommend system-level enhancements that improve agent efficiency and customer experience.
• Partner with business and technical stakeholders to assess requirements, evaluate solutions, and implement platform enhancements.

• Serve as a senior technical resource for complex Five9 configuration, telephony, integration, and platform issues.
• Investigate and diagnose complex issues across Five9, telephony, networking, integrations, and related technologies.
• Troubleshoot VoIP and networking issues including SIP signaling, latency, jitter, packet loss, QoS, DNS, DHCP, VPN connectivity, and firewall configurations.
• Analyze system behavior, identify root causes, and implement sustainable technical solutions rather than relying solely on workarounds.
• Collaborate with Five9, carriers, vendors, and internal technical teams to resolve complex system issues and drive issues through to resolution.
• Develop technical documentation for system configurations, solutions, troubleshooting procedures, and architectural decisions.

• Design, develop, and maintain integrations between Five9 and business applications including Salesforce, Jira, Microsoft Teams, and identity providers such as Azure AD (Entra ).
• Experience with Salesforce mobile device field rep access, Salesforce functionality and the ability to add products, troubleshooting Activities not showing, and Opportunity Validation rules.
• Develop and implement automation using Five9 APIs, REST APIs, and other integration technologies.
• Design and optimize data flows between Five9 and connected business systems.
• Develop and optimize Five9 bots, automation workflows, and other solutions that reduce manual processes and improve operational efficiency.
• Evaluate existing integrations and automation for performance, reliability, and opportunities for enhancement.

• Design and develop customized Five9 reports, dashboards, and analytics solutions to support business and operational requirements.

• Service Level
• Average Speed of Answer (ASA)