- Configure and customize Five9 applications, including IVR (Interactive Voice Response), ACD (Automatic Call Distribution), call routing, agent scripting, CRM integration and reporting
- Develop and maintain integrations between Five9 and other business systems, such as CRM platforms, ticketing systems and workforce management tools
- Collaborate with stakeholders to gather requirements and translate them into technical specifications for Five9 configurations
- Provide technical expertise and support during the deployment and ongoing maintenance of Five9 systems
- Troubleshoot and resolve issues related to Five9 platform performance, integrations and configurations
- Monitor system performance metrics and implement optimizations to enhance efficiency and reliability
- Stay abreast of industry trends and best practices related to contact center technologies, particularly within the Five9 ecosystem
- Document configurations, processes and procedures related to Five9 implementations and maintenance
- Train and support contact center agents and administrators on the effective use of Five9 applications and features
- 3+ years) of proven/formal engineering experience in designing, implementing, and supporting Five9 Cloud Contact Center Solution.
- In-depth knowledge of Five9 platform functionalities, including, but not limited to, IVR (Interactive Voice Response), ACD (Automatic Call Distribution), Call Routing, Agent Scripting, CRM Integration and Reporting
- Strong problem-solving skills and the ability to troubleshoot complex technical issues.
- Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams.
- Detail-oriented with a focus on delivering high-quality solutions that meet business requirements.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Preferred Skills, Attributes, and Experience:
- Five9 Certification(s) are strongly preferred
- Experience with programming/scripting languages (e.g., JavaScript, Python), ideally for customizing and extending Five9 functionalities is a plus.
- STRONG Plus: Prior experience working within a regulated industry where you are dealing with sensitive customer data and information (i.e., healthcare, banking, medical, legal, etc.)
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Contact Center Engineer - Downers Grove, United States - The LaSalle Group
Description
LaSalle Network is currently partnering with one of the largest independent, multi-specialty physician-directed medical groups in the Midwest on a search for a hands-on, Contact Center Engineer - Five 9 Specialist to join their team. This role will be responsible for designing, implementing and maintaining Five9 systems to ensure optimal performance and efficiency for our client's contact center operations. The ideal candidate will possess deep expertise in Five9 platform functionalities, strong problem-solving skills and the ability to collaborate effectively with cross-functional teams.
This is a Contract-to-Hire opportunity and while this role is able to be performed 100% remotely, in certain states (Illinois, Indiana, Iowa, Missouri, or Wisconsin), there is a strong preference for this role to be performed by someone that is able to assume hands-on job duties within the Greater Chicago Area at least 1-day a week.
Contact Center Engineer - Five 9 Specialist Responsibilities:
Thank you,
Branden Luna
Team Lead - Technology Services
LaSalle Network
LaSalle Network is an Equal Opportunity Employer m/f/d/v.
LaSalle Network is the leading provider of direct hire and temporary staffing services. For over two decades, LaSalle has helped organizations hire faster and connect top talent with opportunities, from entry-level positions to the C-suite. With units specializing in Accounting and Finance, Administrative, Marketing, Technology, Supply chain, Healthcare Revenue Cycle, Call Center, Human Resources and Executive Search. LaSalle offers staffing and recruiting solutions to companies of all sizes and across all industries. LaSalle Network is the premier staffing and recruiting firm, earning over 100 culture, revenue and industry-based awards from major publications and having its company experts regularly contribute insights on retention strategies, hiring trends and hiring challenges, and more to national news outlets.
