IT​/Tech, Data Analyst, IT Support

Position: 63794
Location: Ada

Key Responsibilities
1. Five9 Platform Expertise
" Perform end-to-end administration of the Five9 environment, including users, agents, skillsets, queues, campaigns, and system variables.
" Manage system configurations, routing profiles, and operational controls to ensure optimal platform performance.
2. Call Flow & IVR Development
" Design, build, and maintain IVR call flows using Five9 Studio.
" Develop and optimize IVR scripting to support business requirements, self-service enhancements, and improved call routing accuracy.
3. API & Integration Work
" Work with Five9 REST APIs for system integrations, automation, and custom workflows.
" Integrate Five9 with CRM systems, SSO applications, and recording solutions such as Calabrio or Verint.
" Support integration with 2

Ring dashboards/wallboards and other related reporting/analytics platforms.
4. Reporting & Analytics
" Create, configure, and manage operational and performance reports, dashboards, and analytics.
" Monitor KPI trends and provide insights to stakeholders to drive operational improvements.
5. Operational Support & Optimization
" Troubleshoot Five9-related issues across IVR, call routing, agent desktop, and integrations.
" Partner with cross-functional teams to gather requirements, implement enhancements, and ensure best-practice usage of the platform.
" Conduct system audits, recommend improvements, and support release and change management activities.
________________________________________
Required

Skills & Qualifications
" Proven hands-on experience as a Five9 SME, administrator, or engineer.
" Strong understanding of call center technologies, ACD, IVR, routing logic, and telephony fundamentals.
"

Experience with REST APIs, scripting, and system integrations.
" Knowledge of integrating Five9 with CRM, SSO, Calabrio/Verint, and 2

Ring systems.
" Strong analytical skills with experience in report building and call center metrics.
" Ability to diagnose and resolve complex platform issues in a high-volume contact center environment.
" Excellent communication skills and ability to collaborate across technical and business teams.