L2 NOC Five9 Engineer

Responsibilities

• Monitor and respond to alerts related to the CCaaS / UC stack, including Five9, Webex Center, Genesys, and AWS Connect.
• Diagnose and resolve inbound/outbound flow issues, agent login/connectivity problems, IVR or campaign failures, and agent desktop (Five9) issues.
• Conduct proactive system monitoring using admin consoles and NOC tools to identify performance degradation and escalate issues when required.
• Configure, change, and manage system components such as user provisioning, routing, delegation, voicemail, auto-attendants, queues, resource accounts, and SBC/device rollouts.
• Support platform migrations and major updates, including transitions such as Skype 2019 ? Microsoft Teams, and Teams Classic ? New Teams, as well as related device and voice-routing changes.
• Automate routine operational tasks such as daily reporting, user voice assignments, and Active Directory attribute updates using PowerShell or APIs.
• Collaborate with internal and external stakeholders to ensure timely issue resolution and maintain high service quality standards.
• Maintain accurate documentation of incidents, changes, and system configurations following ITIL / ITSM best practices.

• Bachelors degree in computer science, Information Technology, or a related field.
• 4+ years of hands-on experience supporting Unified Communications, Voice Networks, or Center platforms, with at least 2 years of direct experience on platforms such as Five9, Webex Center, Genesys, or AWS Connect.
• Strong technical foundation in UC/Voice systems and IP Telephony
• VoIP/SIP protocols and routing
• Center technologies and integrations
• Experience with PowerShell scripting, automation, monitoring tools, and ITSM platforms (ServiceNow preferred).