Senior Engineer, Telephony

Role Overview

• Design, deploy, configure, and maintain Five9 Contact Center solutions to meet business requirements.
• Collaborate with cross-functional teams to gather telephony-related requirements and provide technical expertise during solution design and implementation phases.
• Perform system upgrades, patches, and updates for all telephony platforms to ensure optimal performance, security, and compliance.
• Study, analyze and understand business requirements in context to business intelligence, design and map data models to shift raw data into meaningful insights.
• Proactively identify areas for improvement and propose enhancements to enhance system performance, scalability, and reliability.
• Utilize Power BI to build interactive and visually appealing dashboards and reports, with key performance indicators.
• Analyze previous and present data for better decision making, building multi-dimensional data models.
• Conduct regular system audits and performance assessments, producing reports and recommendations for continuous improvements.
• Develop strong data documentation about algorithms, parameters, models, perform detailed analysis on tested and deployed Power BI scripts, DAX queries and functions in Power BI.
• Participate in on-call rotations to provide after-hours support for critical incidents or emergencies.
• Stay up-to-date with industry trends and best practices in telephony, contact center technologies, and communication protocols.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Telecommunications, or related field (or equivalent experience).
• Proven experience in designing, implementing, and managing Five9 VCC environments, including Admin Console, Five9 Analytics, Five9 Reporting and Dashboards, and related components.
• Familiarity with Five9 Contact Center solution setup, configuration, and administration.
• Strong understanding of VoIP protocols, SIP, RTP, and related telephony technologies.
• Proficiency in network protocols, routing, and switching relevant to telephony systems.
• Solid troubleshooting skills to diagnose and resolve complex telephony issues.
• Experience in scripting and automation for telephony provisioning and management is a plus.
• Five9 VCC and/or Five9 Studio certified engineer.
• Expertise in configuring contact flows, routing strategy, custom scripting, API integrations, desktop and 3rd party app integrations.
• Comfortable in presenting solution designs and demoing prototypes of solutions developed.
• Experience with TCP/IP networking, SIP, RTP, and other telephony protocols.
• API software development skills with experience using RESTful/SOAP web services.
• Proficiency in one or more of the following programming languages: JavaScript, Java, Python, PHP.
• Excellent communication skills to interact effectively with technical and non-technical stakeholders.
• Ability to work collaboratively in a team environment and adapt to changing priorities.
• Must be inquisitive and demonstrate openness to innovation including AI to explore better processes and ways to alleviate friction and improve patient and client experiences.

Tech Stack

• Java
• JavaScript
• PHP
• Python
• SOAP
• Switching
• TCP/IP
• VoIP

Benefits

• Competitive salary and benefits package.
• Opportunities for professional growth and skill development.
• Collaborative and innovative work culture.
• Exposure to cutting-edge telephony and contact center technologies.
• Chance to make a significant impact on the organization's communication infrastructure.