Sr Engineer, Telephony

We are seeking a skilled and experienced Telephony Engineer to join our dynamic team. The ideal candidate will possess in-depth expertise in managing Five9 Contact Center solutions, Five9 Analytics and API integration. As a Telephony Data Engineer, you will play a crucial role in designing, implementing, maintaining, and optimizing our telephony infrastructure to ensure seamless communication and exceptional customer experiences. 

Responsibilities:  

• 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 pervious 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. 

• Hands-on experience in report and dashboard development in Power BI, Tableau, and SAP. Familiarity with SQL querying for data manipulation and knowledge of data warehouse concepts 

Qualifications:  

• 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 protypes 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.

• This is a remote position; however, candidates must be willing and able to travel to and work onsite at client, temporary, or corporate office locations as business needs require.

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.

• This position pays between $92,400 to $120,000 based on experience

This posting addresses state specific requirements to provide pay transparency. Compensation decisions consider many job-related factors, including but not limited to geographic location; knowledge; skills; relevant experience; education; licensure; internal equity; time in position. A candidate entry rate of pay does not typically fall at the minimum or maximum of the role’s range.

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