Senior Engineer Contact Center Call Routing

Looking for a Sr. Engineer to be part of a team of exceptionally talented engineers
accountable for a dynamic contact center environment consisting of Avaya, Cisco, and Five9
technologies. This individual will provide technology strategy, direction, and support for the
contact center call routing department. In this role, you will be responsible for designing,
implementing, and maintaining our contact center on the Five9 and Cisco platforms including
omnichannel communications to the contact centers.
You will make an impact by:
Designing and supporting complex contact center solutions and call routing that incorporate
technologies such as Cisco Voice and Contact Center, Avaya Voice and Contact Center, Oracle
SBCs, and Five9 Contact Center as a Service
Engineer multi-vendor solutions that are fault resilient with integrations across the multi-
vendor platforms
Staying current with technology trends to effectively manage product portfolio in support of
business needs
Collaborating and driving effective partnerships across the enterprise technology functions to
maximize alignment, efficiency, cost optimization and investments, and delivery
Qualifications
Required Qualifications:
5+ years' experience designing and implementing complex call routing utilizing AT&T’s
ITPF/Route-it application. Vast knowledge of provisioning TFNs, SIP refer terms, carrier
prompts and protocols.
5+ years’ experience designing and implementing highly complex Five9 campaigns. Provide
technical expertise integrating Five9 with other systems such as outbound dialers, CRM
platforms, and IVR systems.
Ability to understand complex contact center business requirements (voice, chat, co-browse,
text/SMS, click-to-call) and design solution resulting in resource efficiency and improve
member and agent experience.
Collaborate with cross-functional teams to gather requirements, develop solutions, and
implement customizations.
Five9 Certifications (i.e. Five9 Administrator, Five9 developer)
Maintain and create taxonomy for a central repository for Contact Center and Telephony
processes
Provide training and support to other administrators of the Five9 platform.
Preferred Qualifications:
Strong knowledge Avaya CM, CMS, Cisco UCCE and Cisco ICM, and CC systems over various
types of networks including work-from-home workers
Working knowledge of monitoring and reporting tools such as AMCD, Cisco CUIC and Five9
Aceyus
Possess troubleshooting and diagnostic skills regarding call flows, integrations with IVR,
BOTs, SBCs and Avaya Session Manager
Proven experience designing, implementing, and supporting Five9 contact center solutions.
Strong communication skills with the ability to effectively interact with technical and non-
technical stakeholders
Excellent problem solving skills and ability to quickly troubleshoot complex technical issues
Additional Candidate Information:
This position provides an opportunity to work on projects involving leading edge
communications technology in a collaborative team atmosphere. A broad range of skillsets
among coworkers in the department provides a work environment that values innovation,
diversity, and inclusion. Employees work in a team environment comprised of highly skilled
technologists from multiple departments