What are the responsibilities and job description for the Five9 Specialist position at United Technology?
Job Details
Job Summary:
We are seeking an experienced Five9 Specialist to manage, configure, and optimize the Five9 Cloud Contact Center platform. The ideal candidate will have in-depth knowledge of Five9's ACD, IVR, omnichannel capabilities, and integrations with CRM systems. This role requires technical expertise in Five9 system administration, troubleshooting, and enhancing customer experience through automation and analytics.
Key Responsibilities:- Administer, configure, and maintain Five9 Cloud Contact Center solutions, including ACD, IVR, Workforce Management (WFM), and Reporting.
- Design and optimize call flows, skills-based routing, IVR menus, and campaign configurations.
- Manage integrations between Five9 and CRM platforms (Salesforce, Microsoft Dynamics, ServiceNow, etc.) using APIs and connectors.
- Implement and fine-tune Five9 AI-powered solutions, including chatbots, predictive dialing, speech analytics, and automation workflows.
- Troubleshoot and resolve Five9 system issues, call quality problems, and configuration errors.
- Monitor KPIs (AHT, FCR, CSAT, SLA, Abandon Rate, etc.) and provide actionable insights for performance improvement.
- Assist in reporting and dashboard creation using Five9's analytics and third-party BI tools (Power BI, Tableau).
- Work with IT, operations, and business teams to support contact center optimization initiatives.
- Conduct user training and support for agents and supervisors on Five9 system functionalities.
- Ensure compliance with PCI-DSS, HIPAA, GDPR, and other contact center security regulations.
- 3-7 years of experience working with Five9 Cloud Contact Center solutions.
- Strong expertise in Five9 ACD, IVR, Dialer, Omnichannel, and Workforce Optimization (WFO).
- Experience with Five9 API integrations and CRM connectors (Salesforce, Microsoft Dynamics, ServiceNow, etc.).
- Knowledge of scripting and automation within Five9 for call routing and IVR workflows.
- Ability to analyze call center metrics and optimize system performance based on data insights.
- Hands-on experience troubleshooting Five9 connectivity, call routing issues, and system errors.
- Familiarity with VoIP technologies, SIP trunks, and cloud telephony architecture.
- Experience working in customer support, sales, or technical support environments.
- Strong problem-solving and communication skills for collaboration across teams.
- Five9 Certified Specialist or Administrator certification.
- Experience with AI-driven automation, chatbots, and sentiment analysis in Five9.
- Familiarity with workforce engagement and quality management tools within Five9.
- Knowledge of contact center compliance standards and security best practices.
- Experience with JIRA, Confluence, and Agile methodologies for project tracking.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
