Five9 Administrator

What you'll do

• The Five9 request and incident queue in Jira Service Management, including triage, prioritization, resolution, and SLA adherence
• Five9 tenant configuration: skills, queues, routing rules, campaigns, dispositions, worksheets, and agent scripts
• Maintenance and modification of existing IVR call flows, prompts, business hours, holiday routing, and overflow behavior
• User lifecycle across 300+ seats: provisioning, role and permission assignment, station configuration, and deprovisioning on separation
• Outbound campaign execution, including list loading, pacing mode selection, and DNC and TCPA compliance controls
• Call recording configuration, retention alignment, and payment-capture recording suppression
• Standard and custom reporting, supervisor dashboards, and scheduled extracts
• Monitoring integration health between Five9 and connected systems
• Five9 support case management, escalation, and release note review ahead of platform updates
• Contact center incident response, root cause documentation, and corrective action

Requirements

• Ability to work onsite 8am - 5pm
• Two or more years administering Five9 in a production contact center, or three or more years on a comparable CCaaS platform with demonstrated Five9 proficiency
• Experience supporting a contact center of at least 100 agent seats
• Track record working from a ticket queue in a service management platform under defined SLAs. Jira Service Management preferred, ServiceNow or Zendesk acceptable.
• Working knowledge of Five9 IVR call flows sufficient to modify routing logic, prompts, and schedules without vendor assistance
• Outbound dialer administration covering campaign setup, list management, pacing modes, and DNC handling
• Familiarity with TCPA obligations as they apply to contact center dialing
• Ability to build custom reports and explain contact center metrics to a non-technical audience
• Comfort troubleshooting VoIP call quality, including reading MOS, jitter, and packet loss data and recognizing when the problem sits outside the platform
• Clear written communication. A large share of this role is written ticket updates telling operations leaders what changed, what broke, and what happens next.
• Able to work a hybrid schedule on Eastern time core hours