About the Role

We are seeking a Senior Five9 Engineer to support Beyond Finance’s ambitious growth. You will provide strategic, innovative, and cost-effective solutions to increase efficiency, reliability, and integration of our services and operations. You will work daily in a semi-autonomous environment where fast prototyping emerging technologies to solve industry-related problems is the rule.

What You'll Do

• Develop and deploy cloud bases voice and digital channels: chat, e-mail, SMS, Virtual Agent, Digital Workflow Automations, Studio solutions for Call Center Technology in Five9.
• Script API calls and work with Salesforce, AWS developers to create API interfaces.
• Be on the leading edge of Contact Center Technologies and innovations.
• Manage Telecommunications: Numbers Management , SIP trunking, virtual SBCs, LD Carriers Management, VOIP telephony,  Dialer management and integrations.
• Take full ownership of technical solutions programming deployments and Level 3/4 support.
• Collect project requirements, prioritize work items, manage, schedule, and work on tight deadlines.  Ensure on-time, quality of delivery and customer satisfaction.
• Execute ad hoc tasks and follow best practices of change controls.
• Own configurations and programming for the systems as needed, ensuring systems scalability and reliability.
• Drive VOIP QoS delivery for outbound and Inbound interactions to maximize agent productivity, meeting business KPIs and objectives.
• Manage recordings, reporting and other auxiliary call center applications.
• Follow IT deployment methodology and processes.
• Drive for Call Center design, Implementation and Support
• Build Call Flows, advanced level IVRs, skills, permissions, roles, data points, users, workflows, reports, scripting.
• Firsthand experience building automations: skill management, agents onboarding/offboarding,  Five9  ESS and WFA, WFM.
• Strong work knowledge on APIs, 3rd party app integration including Salesforce.
• Dialer optimization: deep knowledge of Inbound and Outbound (preview, power, progressive) call routing, Ratios, Call Analysis.
• Routing logic expertise on all VCC configurations of Queues, Variables, SSO and IDPs configurations, State Routing Rules, Foreign Scripts, Workflows.
• Real time troubleshooting IVR call flow, telephony, call quality, functionality and usability verification.
• Day-to-day management and L3-4 support including call routing, agent management, automations, scripting,  reporting and documenting  knowledge articles.
• Provide configurations and programming for the system as needed, working with various internal and external technical teams. 

What we Look For

• Five9 Computer Telephony Integration (CTI), web services API
• Strong – hands on APIs  knowledge
• Extensive experience with Python, PowerShell, Java  or other  scripting languages.
• Experience with Five9 connectors.
• Experience with Pre-Packaged CRM Integrations such as Salesforce
• More than 4 years of experience as SME: Five9 Programmer/Developer Engineering Role or TAM.
• Strong Knowledge of out of the box reports for Queues, Agents, Interactions, Campaigns, IVR Scripting, List Reports, Contacts, Do Not Call, Worksheets and custom report creation.
• Five9 Admin Certifications
• Good working Knowledge of BI tools.
• Hands on Experience with Calabrio One WFM
• Be able to be on call and provide after-hours support: US hours
• 6+ years of experience in Telecommunications
• Bachelor's degree in IT engineering or related field
• Analytical ability to understand requirements and own the solutions for A-Z.
• Be able to travel to HQ in Chicago quarterly or as needed.