Five9 Specialist/Architect

Zortech Solutions

Role: Five9 Specialist/Architect

Location: US/Remote

Duration: 6+ Months

Job Description:

Job Description:

Responsible for managing, configuring, and optimizing on Five9 contact center platform. Primary responsibilities will include:

Managing the setup, configuration, and administration of the Five9 contact center platform.
Designing and implementing call flows, IVR scripts, queues, and routing strategies to optimize call handling and customer experience.
Collaborating with business stakeholders to gather requirements and translate business needs into technical solutions within the Five9 platform.
Lead and execute migration projects, assessing current contact center environments, devising migration strategies, and executing smooth transitions to Five9.
Collaborate with Salesforce teams to integrate Five9 with Service Cloud Voice, ensuring a unified and efficient customer service experience.
Providing technical support and troubleshooting issues related to the Five9 platform.

Requirement:

Proven experience working with Five9 or similar cloud-based contact center platforms with 12+ years of experience.
Strong understanding of call center operations, including ACD, IVR, CTI, and CRM integration.
Proven experience as Five9 Specialist or similar role, with a focus on migration strategies and Salesforce Service Cloud Voice integration.
Proficiency in configuring and customizing the Five9 platform, including IVR scripting, call routing, and reporting.
Excellent problem-solving skills and the ability to troubleshoot technical issues independently.
Strong communication skills with the ability to collaborate effectively with cross-functional teams.
Ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines in a fast-paced environment.
Certifications in Five9 administration or related areas (e.g., Five9 Certified Administrator) preferred.

Additional Preferred Qualifications:

Familiarity or direct experience with telecom regulations and compliance standards, particularly in relation to contact centers and telephony services.
Prior involvement in phone number porting processes, understanding the intricacies and requirements involved in transferring phone numbers between carriers or services.
Knowledge of industry best practices regarding telecom compliance, data security, and privacy regulations relevant to contact center operations.

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Vacancy posted 3 days ago

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