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Title: Telecom & Call Center Engineer
Location- Providence, RI
Duration – 12+ Months
Visium Resources has been asked to identify qualified candidates for this Five9 Telecom & Call Center Engineer position. This position is a contract opportunity which is expected to be on-site for 12 months.
Summary
Customer is looking for a Telephony Engineer to provide technical assistance and build solutions for our enterprise telephony solution and integrations. You will deploy and support all levels of our customer-facing telephony platform and the integrations that rely on it. You will have experience supporting an enterprise-grade Telephony system with complex interactive voice responses.
The Impact You Will Make
- Coordinate upon existing call flows based on service metrics and user experience. (Agent and Customer-facing)
- Recommend and implement advanced campaign / IVR structure to meet expected customer experiences for new lines of business
- Work with Internal and External dev teams to support IVR API integrations
- Service Level Monitoring and Root Cause Analysis for system outages of our Five9 platform and related services
- Business Continuity implementation and regular testing of important customer-facing segments of our Five9 platform and related services
- Provide technical support for proper Five9 endpoint functionality (Larger Issue Agent experience troubleshooting and proper agent configuration and documentation)
- Create dialing campaigns by teams
- Participate in ticket management and change controls for System, Campaign and IVR create, change, delete actions.
- Familiarity with Five9 Custom Reporting and Call Center metrics to support business reporting needs.
- Lead meetings and document agenda tasks/notes with multiple partners, help translate requirements into technical requirements.
- Help test new Five9 releases and being a contact for teams through deployment.
- Experience with Apple and Windows Desktop Operating Systems
- Develop admin side system processes and documentation
- Create system design documentation for the administration role.
What You Bring to the Table:
- Bachelor’s degree in information technology, or equivalent work experience in telephony services
- 5+ years relevant experience advanced design and support of telephony systems in a Call Center environment
- Previous experience managing the Five9 platform and related functionality
- A understanding of Active Directory, security groups, general network and endpoint troubleshooting
- Be customer service focused
- Be able to perform as a Five9 mentor for our Service Desk technicians
Job Type: Contract
Pay: $55.00 – $68.00 per hour
Schedule:
- 8 hour shift
Experience:
- Five9: 1 year (Preferred)
Work Location: One location
Speak with the employer
+91 7033482428
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