Sr Engineer, Telephony
The Opportunity:
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 Data 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:
ā¢ Design, deploy, configure, and maintain Five9 Contact Center solutions to meet business requirements.
ā¢ Collaborate with cross-functional teams to gather telephony-related requirements and provide technical expertise during solution design and implementation phases.
ā¢ Perform system upgrades, patches, and updates for all telephony platforms to ensure optimal performance, security, and compliance.
ā¢ Study, analyze and understand business requirements in context to business intelligence, design and map data models to shift raw data into meaningful insights.
ā¢ Proactively identify areas for improvement and propose enhancements to enhance system performance, scalability, and reliability.
ā¢ Utilize Power BI to build interactive and visually appealing dashboards and reports, with key performance indicators
ā¢ Analyze pervious and present data for better decision making, building multi-dimensional data models
ā¢ Conduct regular system audits and performance assessments, producing reports and recommendations for continuous improvements.
ā¢ Develop strong data documentation about algorithms, parameters, models, perform detailed analysis on tested and deployed Power BI scripts, DAX queries and functions in Power BI.
ā¢ Participate in on-call rotations to provide after-hours support for critical incidents or emergencies.
ā¢ Stay up-to-date with industry trends and best practices in telephony, contact center technologies, and communication protocols.
ā¢ Hands-on experience in report and dashboard development in Power BI, Tableau, and SAP. Familiarity with SQL querying for data manipulation and knowledge of data warehouse concepts
Qualifications:
ā¢ Bachelor's degree in Computer Science, Information Technology, Telecommunications, or related field (or equivalent experience).
ā¢ Proven experience in designing, implementing, and managing Five9 VCC environments, including Admin Console, Five9 Analytics, Five9 Reporting and Dashboards, and related components.
ā¢ Familiarity with Five9 Contact Center solution setup, configuration, and administration.
ā¢ Strong understanding of VoIP protocols, SIP, RTP, and related telephony technologies.
ā¢ Proficiency in network protocols, routing, and switching relevant to telephony systems.
ā¢ Solid troubleshooting skills to diagnose and resolve complex telephony issues.
ā¢ Experience in scripting and automation for telephony provisioning and management is a plus.
ā¢ Five9 VCC and/or Five9 Studio certified engineer
ā¢ Expertise in configuring contact flows, routing strategy, custom scripting, API integrations, desktop and 3rd party app integrations.
ā¢ Comfortable in presenting solution designs and demoing protypes of solutions developed
ā¢ Experience with TCP/IP networking, SIP, RTP, and other telephony protocols
ā¢ API software development skills with experience using RESTful/SOAP web services
ā¢ Proficiency in one or more of the following programming languages: JavaScript, Java, Python, PHP
ā¢ Excellent communication skills to interact effectively with technical and non-technical stakeholders.
ā¢ Ability to work collaboratively in a team environment and adapt to changing priorities.
ā¢ Must be inquisitive and demonstrate openness to innovation including AI to explore better processes and ways to alleviate friction and improve patient and client experiences.
ā¢ This is a remote position; however, candidates must be willing and able to travel to and work onsite at client, temporary, or corporate office locations as business needs require.
Benefits:
ā¢ Competitive salary and benefits package.
ā¢ Opportunities for professional growth and skill development.
ā¢ Collaborative and innovative work culture.
ā¢ Exposure to cutting-edge telephony and contact center technologies.
ā¢ Chance to make a significant impact on the organization's communication infrastructure.
ā¢ This position pays between $92,400 to $120,000 based on experience
This posting addresses state specific requirements to provide pay transparency. Compensation decisions consider many job-related factors, including but not limited to geographic location; knowledge; skills; relevant experience; education; licensure; internal equity; time in position. A candidate entry rate of pay does not typically fall at the minimum or maximum of the role's range.
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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 Data 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:
ā¢ Design, deploy, configure, and maintain Five9 Contact Center solutions to meet business requirements.
ā¢ Collaborate with cross-functional teams to gather telephony-related requirements and provide technical expertise during solution design and implementation phases.
ā¢ Perform system upgrades, patches, and updates for all telephony platforms to ensure optimal performance, security, and compliance.
ā¢ Study, analyze and understand business requirements in context to business intelligence, design and map data models to shift raw data into meaningful insights.
ā¢ Proactively identify areas for improvement and propose enhancements to enhance system performance, scalability, and reliability.
ā¢ Utilize Power BI to build interactive and visually appealing dashboards and reports, with key performance indicators
ā¢ Analyze pervious and present data for better decision making, building multi-dimensional data models
ā¢ Conduct regular system audits and performance assessments, producing reports and recommendations for continuous improvements.
ā¢ Develop strong data documentation about algorithms, parameters, models, perform detailed analysis on tested and deployed Power BI scripts, DAX queries and functions in Power BI.
ā¢ Participate in on-call rotations to provide after-hours support for critical incidents or emergencies.
ā¢ Stay up-to-date with industry trends and best practices in telephony, contact center technologies, and communication protocols.
ā¢ Hands-on experience in report and dashboard development in Power BI, Tableau, and SAP. Familiarity with SQL querying for data manipulation and knowledge of data warehouse concepts
Qualifications:
ā¢ Bachelor's degree in Computer Science, Information Technology, Telecommunications, or related field (or equivalent experience).
ā¢ Proven experience in designing, implementing, and managing Five9 VCC environments, including Admin Console, Five9 Analytics, Five9 Reporting and Dashboards, and related components.
ā¢ Familiarity with Five9 Contact Center solution setup, configuration, and administration.
ā¢ Strong understanding of VoIP protocols, SIP, RTP, and related telephony technologies.
ā¢ Proficiency in network protocols, routing, and switching relevant to telephony systems.
ā¢ Solid troubleshooting skills to diagnose and resolve complex telephony issues.
ā¢ Experience in scripting and automation for telephony provisioning and management is a plus.
ā¢ Five9 VCC and/or Five9 Studio certified engineer
ā¢ Expertise in configuring contact flows, routing strategy, custom scripting, API integrations, desktop and 3rd party app integrations.
ā¢ Comfortable in presenting solution designs and demoing protypes of solutions developed
ā¢ Experience with TCP/IP networking, SIP, RTP, and other telephony protocols
ā¢ API software development skills with experience using RESTful/SOAP web services
ā¢ Proficiency in one or more of the following programming languages: JavaScript, Java, Python, PHP
ā¢ Excellent communication skills to interact effectively with technical and non-technical stakeholders.
ā¢ Ability to work collaboratively in a team environment and adapt to changing priorities.
ā¢ Must be inquisitive and demonstrate openness to innovation including AI to explore better processes and ways to alleviate friction and improve patient and client experiences.
ā¢ This is a remote position; however, candidates must be willing and able to travel to and work onsite at client, temporary, or corporate office locations as business needs require.
Benefits:
ā¢ Competitive salary and benefits package.
ā¢ Opportunities for professional growth and skill development.
ā¢ Collaborative and innovative work culture.
ā¢ Exposure to cutting-edge telephony and contact center technologies.
ā¢ Chance to make a significant impact on the organization's communication infrastructure.
ā¢ This position pays between $92,400 to $120,000 based on experience
This posting addresses state specific requirements to provide pay transparency. Compensation decisions consider many job-related factors, including but not limited to geographic location; knowledge; skills; relevant experience; education; licensure; internal equity; time in position. A candidate entry rate of pay does not typically fall at the minimum or maximum of the role's range.
#LI-TP1
#LI-REMOTE
Apply tot his job
Apply To this Job