Telephony Engineer

Telephony Engineer - Five9 Contact CenterExperience

: 5-8 Years

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 engineerExpertise 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 developedExperience with TCP/IP networking, SIP, RTP, and other telephony protocolsAPI software development skills with experience using RESTful/SOAP web servicesProficiency in one or more of the following programming languages: JavaScript, Java, Python, PHPExcellent communication skills to interact effectively with technical and non-technical stakeholders.Ability to work collaboratively in a team environment and adapt to changing priorities.Benefits:

Opportunities for professional growth and skill development.Collaborative and innovative work culture.Exposure to cutting-edge telephony and contact center technologies.Chance to make a significant impact on the organization's communication infrastructure.

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