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Senior Five9 Telephony Admin

19 hours, 30 minutes ago
Philippines
Full-time
Senior
Technical Support Engineer
DevOps and Infrastructure
JavaScript PowerShell Salesforce
Apply Now
Inizio

Inizio

Inizio provides comprehensive health and life science solutions by integrating strategic, analytic, and creative capabilities to support pharmaceutical and biopharmaceutical innovations, particularly in advancing life-saving oncology treatments.

Biotechnology
1K-5K
View All Jobs 8

Description

  • Administer, configure, maintain, and enhance the Five9 cloud contact center platform.
  • Provide day-to-day technical support to agents, supervisors, business users, and remote staff.
  • Build, test, and maintain IVR and IVA call flows using Five9 Studio and related tools.
  • Configure call routing, skills, queues, agents, campaigns, and reporting within Five9.
  • Develop and maintain automations, integrations, and custom logic.
  • Support and troubleshoot Windows-based laptops used by remote agents and staff.
  • Monitor platform performance, voice quality, and system health to ensure high availability.
  • Maintain documentation for call flows, configurations, and operational procedures.
  • Serve as the regional subject matter expert for Five9 and telephony technologies.
  • Lead troubleshooting efforts and coordinate with Five9 support and third-party vendors when needed.

Requirements

  • 5+ years of hands-on experience administering the Five9 cloud contact center platform.
  • Experience designing, building, and maintaining IVR and IVA solutions using Five9 Studio.
  • Strong understanding of telephony concepts including SIP, call routing, IVR design, voice quality monitoring, contact center reporting, and troubleshooting.
  • Experience developing automations and integrations using PowerShell, JavaScript (JScript), Power Automate, and Power Apps.
  • Experience supporting remote call center agents and distributed workforces.
  • Strong troubleshooting skills across cloud telephony, networking, endpoint devices, and contact center technologies.
  • Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, or a related field, or equivalent education and work experience.
  • Excellent verbal and written English communication skills.
  • Proficiency with Microsoft Office applications, web-based systems, and data entry platforms.
  • Experience supporting global or geographically dispersed teams.
  • Ability to work independently as the primary regional technical resource.
  • Ability to prioritize competing demands and make sound technical decisions with minimal supervision.
  • Strong ownership, accountability, organization, critical thinking, and problem-solving skills.
  • Ability and willingness to work U.S.-aligned schedules, including evenings, overnight shifts, weekends, and holidays, as required.
  • Five9 certifications are preferred.
  • Experience integrating Five9 with Microsoft 365, Salesforce, Veeva, or other CRM platforms is preferred.
  • Experience with APIs and system integrations is preferred.
  • Experience supporting global contact center operations is preferred.

Benefits

  • Reasonable workplace accommodation for qualified applicants and employees with disabilities.
  • Equal employment opportunity in a workplace free from unlawful discrimination, harassment, and retaliation.
  • Encouragement to apply even if you do not meet every requirement, supporting a diverse and inclusive workplace.

Interested in this position?

Apply directly on the company website

Apply Now

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