Job Description
Position Summary
The Sr. Contact Center Five9 Specialist provides technical leadership in the design, implementation, and continuous optimization of enterprise Contact Center solutions, with a primary focus on the Five9 CCaaS platform and its integrated ecosystem. The role architects scalable, resilient, and secure multi‑channel engagement solutions spanning voice, digital, and AI‑driven self‑service capabilities. Responsibilities include designing and maintaining call flows, IVR configurations, routing logic, and agent scripting; leading integration efforts between Five9 and third‑party platforms such as AI self‑service (e.g., Sierra), CRM (e.g., Salesforce), Workforce Engagement (e.g., Verint), and healthcare systems (e.g., Athena). The specialist ensures seamless data exchange, compliance with privacy and security regulations, operational performance, and continuous improvement through analytics and DevOps practices. Key Responsibilities
Take ownership of designing...
The Sr. Contact Center Five9 Specialist provides technical leadership in the design, implementation, and continuous optimization of enterprise Contact Center solutions, with a primary focus on the Five9 CCaaS platform and its integrated ecosystem. The role architects scalable, resilient, and secure multi‑channel engagement solutions spanning voice, digital, and AI‑driven self‑service capabilities. Responsibilities include designing and maintaining call flows, IVR configurations, routing logic, and agent scripting; leading integration efforts between Five9 and third‑party platforms such as AI self‑service (e.g., Sierra), CRM (e.g., Salesforce), Workforce Engagement (e.g., Verint), and healthcare systems (e.g., Athena). The specialist ensures seamless data exchange, compliance with privacy and security regulations, operational performance, and continuous improvement through analytics and DevOps practices. Key Responsibilities
Take ownership of designing...
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