Contact Center Engineer

Join a dynamic support team responsible for maintaining and optimizing a cloud-based contact center environment. This role focuses on ensuring seamless voice operations, resolving telephony issues, and supporting business users through efficient incident resolution and platform administration. What You’ll Do Provide technical support for Five9 or comparable cloud contact center solutions. Investigate and resolve issues related to SIP, VoIP, IVR, call routing, dial plans, queues, and campaigns. Monitor platform health, troubleshoot voice quality concerns, and ensure system reliability. Respond to production incidents, perform root cause analysis, and restore services quickly. Partner with cross-functional teams to maintain and improve contact center operations.

3 5+ years of experience supporting Five9 or another cloud-based IVR/contact center platform. Strong understanding of SIP/VoIP technologies and contact center call flows. Hands-on experience with IVR configuration, routing strategies, dial plans, queues, and campaigns. Background supporting enterprise voice environments with a focus on uptime and service availability. Strong analytical, troubleshooting, and customer support skills with the ability to manage multiple priorities.