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.
Requirements
- Design, deploy, configure, and maintain Five9 Contact Center solutions to meet business requirements.
- Collaborate with cross-functional teams to gather telephony-related requirements and provide technical expertise during solution design and implementation phases.
- Perform system upgrades, patches, and updates for all telephony platforms to ensure optimal performance, security, and compliance.
- Study, analyze and understand business requirements in context to business intelligence, design and map data models to shift raw data into meaningful insights.
- Proactively identify areas for improvement and propose enhancements to enhance system performance, scalability, and reliability.
- Utilize Power BI to build interactive and visually appealing dashboards and reports, with key performance indicators
- Analyze pervious and present data for better decision making, building multi-dimensional data models
- Conduct regular system audits and performance assessments, producing reports and recommendations for continuous improvements.
- 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.
- Participate in on-call rotations to provide after-hours support for critical incidents or emergencies.
- Stay up-to-date with industry trends and best practices in telephony, contact center technologies, and communication protocols.
- 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
- Bachelor's degree in Computer Science, Information Technology, Telecommunications, or related field (or equivalent experience).
- Proven experience in designing, implementing, and managing Five9 VCC environments, including Admin Console, Five9 Analytics, Five9 Reporting and Dashboards, and related components.
- Familiarity with Five9 Contact Center solution setup, configuration, and administration.
- Strong understanding of VoIP protocols, SIP, RTP, and related telephony technologies.
- Proficiency in network protocols, routing, and switching relevant to telephony systems.
- Solid troubleshooting skills to diagnose and resolve complex telephony issues.
- Experience in scripting and automation for telephony provisioning and management is a plus.
- Five9 VCC and/or Five9 Studio certified engineer
- Expertise in configuring contact flows, routing strategy, custom scripting, API integrations, desktop and 3rd party app integrations.
- Comfortable in presenting solution designs and demoing prototypes of solutions developed
- Experience with TCP/IP networking, SIP, RTP, and other telephony protocols
- API software development skills with experience using RESTful/SOAP web services
- Proficiency in one or more of the following programming languages: JavaScript, Java, Python, PHP
- Excellent communication skills to interact effectively with technical and non-technical stakeholders.
- Ability to work collaboratively in a team environment and adapt to changing priorities.
- 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.
Benefits
- Competitive salary and benefits package.
- Opportunities for professional growth and skill development.
- Collaborative and innovative work culture.
- Exposure to cutting-edge telephony and contact center technologies.
- Chance to make a significant impact on the organization's communication infrastructure.
