Senior Five9 Telephony Admin

The role

The Senior Five9 Telephony Administrator administers, configures, and supports the Five9 cloud contact center platform across the JAPAC region. This person partners with U.S.-based IT and business stakeholders to ensure reliable telephony services and system availability.

What you will do

• Administer, configure, and maintain the Five9 cloud contact center platform
• Provide day-to-day technical support for end users
• Build, test, and maintain IVR and IVA call flows using Five9 Studio
• Configure call routing, skills, queues, agents, campaigns, and reporting within Five9
• Develop and maintain automation, integrations, and custom logic
• Support and troubleshoot Windows-based laptops used by remote agents and staff
• Collaborate with IT, business, and operations teams
• Monitor platform performance, voice quality, and system health
• Maintain documentation for call flows, configurations, and operational procedures
• Lead troubleshooting efforts and coordinate with Five9 support and third-party vendors

Required qualifications

• 5+ years of hands-on experience administering the Five9 cloud contact center platform
• Experience designing, building, and maintaining IVR and IVA solutions using Five9 Studio
• Strong understanding of telephony concepts including SIP, call routing, IVR design, voice quality monitoring, contact center reporting, and troubleshooting
• Experience developing automations and integrations using PowerShell, JavaScript (JScript), Power Automate, and Power Apps
• Experience supporting remote call center agents and distributed workforces
• Strong troubleshooting skills across cloud telephony, networking, endpoint devices, and contact center technologies
• Experience working with Five9 support and third-party vendors to resolve technical issues
• Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, or a related field, or an equivalent combination of education and relevant work experience
• Excellent verbal and written English communication skills
• Proficiency using Microsoft Office applications, web-based systems, and data entry platforms
• Experience supporting global or geographically dispersed teams
• Ability to lift, carry and otherwise move up to 25 pounds

Nice to have

• Five9 certifications
• Experience integrating Five9 with Microsoft 365, Salesforce, Veeva, or other CRM platforms
• Experience with APIs and system integrations
• Experience supporting global contact center operations

About the company

Inizio Engage is committed to providing equal employment opportunities and maintaining a workplace free from unlawful discrimination, harassment, and retaliation.