Cloud Communications Engineer

Description

Duties and Responsibilities • Administer, configure, and maintain the Five9 contact center platform, including IVA, IVR, and ACD. • Manage and administer Microsoft Teams Phone, including call routing, licensing. • Assist in determining when to use Teams Phone vs. Five9, based on business needs and technical requirements. • Perform in-depth troubleshooting to determine root causes of issues across carriers, SIP, Five9, Teams Phone, desktop environments, and integrations. • Monitor and analyze call metrics, helping the business develop custom reports for operational insights. • Develop and implement integrations between Five9, Salesforce, Pindrop, and other enterprise applications using REST APIs. • Manage and configure Lumen Voice Complete services, including SIP trunking and voice feature management. • Stay up to date on Five9 and Teams Phone system updates and enhancements, communicating new features, fixes, and improvements to stakeholders. • Train and mentor Tier 1 and Tier 2 support engineers to expand their expertise and ensure adequate system coverage. • Assist with Telecom Expense Management (TEM), including budgeting, forecasting, and cost optimization strategies. • Work closely with manager to ensure accurate telecom cost tracking and reporting. • Maintain technical knowledge base articles, processes, and procedures for system support and troubleshooting. • Ensure security and compliance measures are followed to protect sensitive data. • Participate in an on-call rotation for system support and escalations.

Skills

Five9, Telephony, Teams voice

Top Skills Details

Five9,Telephony,Teams voice

Additional Skills & Qualifications

Preferred Knowledge, Skills, and Abilities • Experience with additional scripting languages, such as Python or PowerShell. • Experience with Telecom Expense Management (TEM), including budgeting and forecasting. • Familiarity with CRM and contact center integrations, particularly Salesforce. • Knowledge of workforce management tools and reporting analytics. • Financial industry experience is a plus.

Experience Level

Expert Level