Five9 Platform Engineer / Voice Systems Administrator
Location: Ada, MI
Duration: 12+ Months
Experience Required: 8+ Years
Primary Skills: Five9 Platform | Cisco Voice Network
Job Summary
We are seeking an experienced Five9 Platform Engineer to manage and optimize enterprise contact center operations. The role requires hands-on expertise in Five9 administration, IVR call flow development, API integrations, reporting, and voice network technologies (Cisco).
The ideal candidate will ensure high availability, performance optimization, and seamless integration of Five9 with enterprise systems.
Key Responsibilities
1. Five9 Platform Administration
Perform end-to-end administration of the Five9 environment:
Users & Agents
Skillsets
Queues
Campaigns
System variables
Manage routing profiles and system configurations.
Maintain operational controls for optimal platform performance.
2. Call Flow & IVR Development
Design, build, and maintain IVR call flows using Five9 Studio.
Develop and optimize IVR scripts.
Improve call routing accuracy and self-service capabilities.
3. API Integration & Automation
Work with Five9 REST APIs for integrations and automation.
Integrate Five9 with:
CRM systems
SSO applications
Recording platforms (Calabrio / Verint)
Support 2Ring dashboards and reporting integrations.
4. Reporting & Analytics
Create and manage operational dashboards and performance reports.
Monitor KPIs and provide actionable insights.
Support business teams with reporting enhancements.
5. Operational Support & Optimization
Troubleshoot Five9-related issues across:
IVR
Call routing
Agent desktop
Integrations
Conduct system audits and recommend improvements.
Support release and change management activities.
Partner with cross-functional teams to implement enhancements.
Required Skills
8+ years of experience in Contact Center / Voice Platform Engineering.
Strong hands-on experience with Five9 platform administration.
Experience with IVR design using Five9 Studio.
Strong understanding of REST API integrations.
Experience integrating with CRM and recording platforms.
Knowledge of Cisco Voice / Network infrastructure.
Strong troubleshooting and analytical skills.
Excellent written and verbal communication skills.
Ideal Candidate Profile
This role fits someone who:
Has real production-level Five9 admin experience
Has built and optimized IVR flows
Understands contact center integrations deeply
Has exposure to Cisco voice network environments
Can balance operations, optimization, and stakeholder communication
Thanks & Regards
Ishita Bali
Novia Infotech LLC
4421 Avenida Ln, McKinney, TX 75070
Email: ishita.b@noviainfotech.com
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