Ensemble Health Partners

3 weeks ago

Anywhere in IndiaMultiple Locations Fifthnote (A unit of INVERTEDI IT CONSULTANCY) Full time

Job Description : Senior Telephony Engineer - Five9 Contact Center

Position Overview :


We are seeking a skilled and experienced Telephony Engineer to join our dynamic team. The ideal candidate will possess in-depth expertise in managing Five9 Contact Center solutions, Five9 Analytics and API integration. As a Telephony Engineer, you will play a crucial role in designing, implementing, maintaining, and optimizing our telephony infrastructure to ensure seamless communication and exceptional customer experiences.

Responsibilities :

- Design, deploy, configure, and maintain Five9 Contact Center solutions to meet business requirements.

- Collaborate with cross-functional teams to gather telephony-related requirements and provide technical expertise during solution design and implementation phases.

- Perform system upgrades, patches, and updates for all telephony platforms to ensure optimal performance, security, and compliance.

- Monitor the telephony environment's health, troubleshoot issues, and provide timely resolution to minimize downtime and disruptions.

- Proactively identify areas for improvement and propose enhancements to enhance system performance, scalability, and reliability.

- Work closely with network and security teams to ensure telephony systems are integrated securely into the overall network infrastructure.

- Conduct regular system audits and performance assessments, producing reports and recommendations for continuous improvements.

- Provide technical support and guidance to end-users and other IT teams, addressing telephony-related queries and issues promptly.

- Participate in on-call rotations to provide after-hours support for critical incidents or emergencies.

- Stay up-to-date with industry trends and best practices in telephony, contact center technologies, and communication protocols.

Qualifications :

- Bachelor's degree in Computer Science, Information Technology, Telecommunications, or related field (or equivalent experience).

- Proven experience in designing, implementing, and managing Five9 VCC environments, including Admin Console, Five9 Analytics, Five9 Reporting and Dashboards, and related components.

- Familiarity with Five9 Contact Center solution setup, configuration, and administration.

- Strong understanding of VoIP protocols, SIP, RTP, and related telephony technologies.

- Proficiency in network protocols, routing, and switching relevant to telephony systems.

- Solid troubleshooting skills to diagnose and resolve complex telephony issues.

- Experience in scripting and automation for telephony provisioning and management is a plus.

- Five9 VCC and/or Five9 Studio certified engineer

- Expertise in configuring contact flows, routing strategy, custom scripting, API integrations, desktop and 3rd party app integrations.

- Comfortable in presenting solution designs and demoing protypes of solutions developed

- Experience with TCP/IP networking, SIP, RTP, and other telephony protocols

- API software development skills with experience using RESTful/SOAP web services

- Proficiency in one or more of the following programming languages: JavaScript, Java, Python, PHP

- Excellent communication skills to interact effectively with technical and non-technical stakeholders.

- Ability to work collaboratively in a team environment and adapt to changing priorities.

(ref:hirist.tech)

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