Senior Five9 Contact Center Engineer

Job Title: Five9 Contact Center Engineer
Location: Frederick MD
Duration: 6 months (Extendable)
Pay Range: $55-60/Hour on W2/C2C (All Inclusive)
Request ID: 112619 -1


Position Summary:
Design| build| test| and implement Five9 Contact Center solutions with a key focus on designing (creating and maintaining High Level and Low Level Designs in Visio) and ensuring successful integrations| and platform enhancements in close cooperation with the Enterprise Architects and the efforts to support successful Architecture Review Board processes.Develop resilient IVR| routing| digital engagement| and automation capabilities aligned with approved technical designs.Create and maintain technical documentation| design artifacts| test evidence| and support procedures.Partner with Program Director| Telephony Engineers| Call Center SMEs| Architecture| Operations| and business stakeholders throughout design and delivery.Contribute to engineering standards| solution quality| operational readiness| and continuous improvement. Possess deep expertise in Five9 deployments| including solution design| IVR development| routing| digital channels| integrations| reporting| and platform administration.Have experience translating business outcomes into technical designs and delivering scalable| resilient Contact Center solutions| platform enhancements| and enterprise integrations. Have strong experience developing and supporting APIs and integrations with enterprise platforms. Experience with workforce management| CRM platforms specifically Salesforce| workforce optimization (QA/Workforce Management)| and related Contact Center technologies are highly desirable.Have hands-on experience with at least two of the following technologies: Java| .NET| Python| REST APIs| automation frameworks| cloud services| and cloud-native architectures.Demonstrate exceptional delivery| attention to detail| documentation| testing| troubleshooting| communication| and operational readiness practices.Have a bachelors degree in Computer Science| Engineering| Information Systems| or a related discipline.You have 6+ years of software engineering| platform engineering| or technology delivery experience| including significant experience with enterprise Five9 Contact Center technologies and implementations.
Essential Skills: "The Telephony Contact Center as a Service (CCaaS) senior engineer leads the design| build| integration and deployments with architecturally sound solutioning that enables exceptional Banner customer and associate experiences. In this role| you will deliver strategic initiatives as part of the IT Department to include the entire ecosystem of telephony transformation to include platform enhancements and modernization efforts leveraging the full engineering lifecycle. You will translate business outcomes into resilient| scalable technical solutions; build high-quality IVR| routing| digital| integration| and automation capabilities; and produce the documentation and operational readiness needed for reliable support. You will collaborate closely with senior level leadership as well as the Program Director| Infrastructure Division| Operations| Telephony and IT engineers and business stakeholders| applying strong engineering discipline and attention to detail throughout delivery. Your specific focus domains are as follows and must have deep experience in all of these: Key Experience (6 domains):Platform Configuration: Build and manage Five9 Cloud features| including voice and digital channels| queues| and workforce engagement elements.IVR & Routing: Design and develop custom Interactive Voice Response (IVR) architectures| call flows| and intelligent routing strategies.System Integration: Develop and maintain APIs and integrations connecting Genesys with enterprise systems like CRM platforms| databases| and AWS or Azure cloud services.Testing & Troubleshooting: Diagnose complex issues involving telephony| SIP routing logic| and APIs| while running structured unit and integration testing.Documentation & Standards: Create technical specifications| support procedures| and design artifacts to uphold engineering best pr



Top 3 Required Skills 1. Five9 Contact Center Platform Configuration & Implementation
2. IVR Design, Intelligent Call Routing, SIP/VoIP Technologies
3. API Development & Integrations (Salesforce, AWS/Azure, Enterprise Systems)
Top 3 Preferred Skills 1. Five9 Certifications
2. Salesforce Service Cloud Experience
3. Cloud-Native Architecture & Enterprise Integration Patterns
Education Requirements Bachelor’s degree in computer science, Engineering, Information Systems, or a related technical field
Years of Experience 8+ years of software engineering, platform engineering, or technology delivery experience with significant Five9 Contact Center implementation experience