Five9 Engagement Analyst

Job Description

Position Title: Five9 Engagement Analyst

Length of Contract: 12 months

Location/Site: North Chicago, IL

Hybrid Onsite Schedule: Tues, Wed, Thursday in office

What are the top 3-5 skills requirements should this person have?

a. Five9 platform experience — hands-on contact center telephony platform experience, specifically Five9. Will consider other telephony platform experience

b. IVR/IVA design knowledge — familiarity with call flow logic and voice automation design principles.

c. Analytical skills — ability to work with call metrics/data (routing accuracy, containment, abandonment rates) to identify trends and troubleshoot.

d. Cross-functional collaboration — ability to work with call center operations, IT, and vendor partners.

e. Neustar familiarity (preferred) — or comparable caller ID/fraud mitigation/telephony data platform experience.

Role Summary

The Patient Engagement Analyst supports the operational performance, configuration, and continuous improvement of Client's telephony and voice automation platform with a primary focus on Interactive Voice Response (IVR) and Intelligent Virtual Assistant (IVA) operations. This role ensures reliable, compliant, and patient-friendly voice experiences across call center and patient services channels.

Core Responsibilities

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• Manage day-to-day operations of IVR and IVA workflows on the Five9 platform, including configuration updates, call flow logic, and routing rules.
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• Monitor platform performance (call routing accuracy, containment rates, abandonment, latency) and troubleshoot operational issues.
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• Partner with call center, intake center, and field support teams to translate business/patient experience needs into IVR/IVA design changes.
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• Support testing, QA, and validation of IVR/IVA changes prior to production release.
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• Maintain documentation of call flows, configurations, and change history for audit and governance purposes.
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• Coordinate with vendors on platform issues, enhancements, and roadmap items.
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• Track and report on IVR/IVA KPIs to stakeholders.
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• Support compliance considerations relevant to telephony operations.
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Qualifications

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• Experience with contact center telephony platforms; hands-on experience with Five9 or similar required .
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• Experience with Neustar (or comparable caller ID/fraud mitigation or telephony data platforms) preferred.
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• Familiarity with IVR/IVA design principles and call flow logic.
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• Strong analytical skills — comfortable working with call metrics/data to identify trends and issues.
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• Ability to work cross-functionally with call center operations, IT, and vendor partners.
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• Experience in healthcare, pharma, or patient services environments a plus.
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Nice-to-Haves

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• Experience with conversational AI / natural language IVA platforms (e.g., NLP-driven virtual agents).
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• Familiarity with Salesforce Health Cloud or Life Science Cloud environments, given adjacency to your broader platform ecosystem.
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• Prior experience in a regulated industry (healthcare, financial services) with compliance-aware telephony operations.
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