Jobs → Engineering → CCaaS Telephony Engineer (Five9 Contact Center)

About the Role We are seeking an experienced CCaaS Telephony Engineer with deep expertise in Five9 Contact Center deployments to lead architecture, implementation, and system integrations for enterprise contact center transformation. Key Responsibilities • Architect, configure, and administer Five9 cloud capabilities including voice, digital engagement channels, skill-based queues, and workforce engagement/optimization tooling • Design, build, and optimize custom Interactive Voice Response (IVR) architectures, call flows, automation rules, and SIP/VoIP routing logic • Author and maintain architectural artifacts (HLD/LLD in MS Visio), design specifications, and test evidence • Build, deploy, and maintain RESTful APIs and middleware to integrate Five9 with Salesforce Service Cloud, WFM/WFO platforms, databases, and AWS/Azure cloud services • Diagnose complex issues across SIP signaling, telephony trunks, routing rules, network latency, and integration payloads Requirements • 8+ years of progressive experience in software engineering, platform engineering, or technology delivery with extensive hands-on enterprise Five9 Contact Center implementation depth • Proven experience building complex Five9 IVR scripts, call distribution trees, and omnichannel digital routing • Solid understanding of telephony protocols, SIP routing logic, network infrastructure, and telecom troubleshooting • Strong hands-on experience developing RESTful APIs and connectors with at least two of the following: Java, .NET, Python, or Cloud Services (AWS / Azure)