Senior Telecommunications Engineer

Experience Level 4 - 7

Job Role

The Telecommunication Engineer is responsible for the administration, troubleshooting, and enhancement of Five9 cloud-based contact center solutions, including Intelligent Virtual Agents (IVA). This role requires a deep technical expertise to diagnose and resolve issues across carriers, desktops, SIP, Five9, and Teams Phone environments. Additionally, the engineer will help track call metrics, develop reports, optimize call flow, and manage telecom expenses and budgeting. This is expected to be a 24x7 support as IVR and telecommunication is critical in our business operations.

The ideal candidate will be a subject matter expert (SME) in Five9, with experience integrating it with Salesforce, Pindrop, and Lumen Contact Center Solution (CCS)/Routing and Call Control (RACC). This role also involves Microsoft Teams Phone administration, ensuring proper decision-making on when Teams vs. Five9 the best solution for business needs is. Budgeting, forecasting, and Telecom Expense Management (TEM) responsibilities are also included.

Roles and Responsibilities

• Administer, configure, and maintain the Five9 contact center platform, including IVA, IVR, and ACD.
• Manage and administer Microsoft Teams Phone, including call routing, licensing.
• Assist in determining when to use Teams Phone vs. Five9, based on business needs and technical requirements.
• Perform in-depth troubleshooting to determine root causes of issues across carriers, SIP, Five9, Teams Phone, desktop environments, and integrations.
• Monitor and analyze call metrics, helping the business develop custom reports for operational insights.
• Develop and implement integrations between Five9, Salesforce, Pindrop, and other enterprise applications using REST APIs.
• Manage and configure Lumen Voice Complete services, including SIP trunking and voice feature management.
• Stay up to date on Five9 and Teams Phone system updates and enhancements, communicating new features, fixes, and improvements to stakeholders.
• Train and mentor Tier 1 and Tier 2 support engineers to expand their expertise and ensure adequate system coverage.
• Assist with Telecom Expense Management (TEM), including budgeting, forecasting, and cost optimization strategies.
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  Work closely with manager to ensure accurate telecom cost tracking and reporting.
• Maintain technical knowledge base articles, processes, and procedures for system support and troubleshooting.
• Ensure security and compliance measures are followed to protect sensitive data.
• Participate in an on-call rotation for system support and escalations.

Expectation

• Bachelors degree in computer science, Telecommunications, or related field (or equivalent experience).
• 3+ years of experience in administering Five9 contact center solutions, including IVA and IVR management.
• 1+ years of experience managing Microsoft Teams Phone, including user provisioning, call routing, and troubleshooting.
• Proven experience in deep technical troubleshooting across carriers, SIP, Five9, Teams Phone, and end-user environments.
• Hands-on experience developing reports and tracking call center metrics to provide business insights.
• Experience integrating Five9 with Salesforce, Teams Phone, Pindrop, or similar platforms.
• Experience managing Lumen Voice Complete services, including SIP trunking and voice feature management.
• Technical certifications related to Five9, Microsoft Teams, VoIP, or cloud contact center solutions are preferred.
• Worked in an Automation environment and has Automation mindset.

Skills

• Expert-level knowledge of Five9 administration, including IVR, ACD, IVA, and workforce management.
• Strong expertise in Microsoft Teams Phone administration, including licensing, call flows, and integrations
• Ability to determine when to use Teams Phone vs. Five9 based on business needs and technical limitations.
• Strong troubleshooting and diagnostic skills to resolve system issues at the carrier, SIP, Five9, Teams Phone, and desktop levels.
• Proficiency in JavaScript for Five9 Agent Scripting, REST API development for integrations, and HTML/CSS for customizing agent interfaces.
• Experience with SQL for analyzing call center data in external reporting tools such as Power BI.
• Experience working with ServiceNow or similar IT service management platforms.
• Knowledge of IT security principles related to cloud-based contact center platforms.
• Ability to work in US business hours and weekends as well. To work in a Live production environment independently.

Good to have

• Experience with additional scripting languages, such as Python or PowerShell.
• experience with Telecom Expense Management (TEM), including budgeting and forecasting.
• Familiarity with CRM and contact center integrations, particularly Salesforce
• Knowledge of workforce management tools and reporting analytics
• Financial/Banking industry experience