Senior Telephony Engineer

1 month ago

ajit, India fifthnote- An Ensemble Health Partners Company Full time

Telephony Engineer - Five9 Contact Center

Experience  : 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 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.

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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