Senior Engineer, Telephony
Ensemble Health Partners26 days ago
Remote, United StatesSenior
Base Salary
$92k - $139k/yr
Responsibilities
- Design, deploy, configure, maintain, upgrade, patch, and optimize Five9 Contact Center and related telephony platforms.
- Gather telephony requirements and provide technical expertise for solution design and implementation.
- Develop and maintain contact flows, routing strategies, custom scripts, API integrations, desktop integrations, and third-party application integrations.
- Analyze business and telephony data, design data models, and build Power BI dashboards, reports, KPIs, and DAX-based analyses.
- Conduct system audits and performance assessments and recommend improvements for performance, scalability, reliability, security, and compliance.
- Provide after-hours support through on-call rotations for critical incidents and emergencies.
- Create technical documentation and present solution designs and prototypes to stakeholders.
Requirements
- Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field, or equivalent experience.
- Proven experience designing, implementing, and managing Five9 VCC environments, including Admin Console, Five9 Analytics, Five9 Reporting, and Dashboards.
- Strong understanding of VoIP, SIP, RTP, TCP/IP, networking, routing, switching, and related telephony technologies.
- Experience with Five9 setup, configuration, administration, contact flows, routing strategies, scripting, API integrations, and application integrations.
- API software development experience using RESTful or SOAP web services, with knowledge of JSON, XML, and OAuth.
- Proficiency in JavaScript, Java, Python, or PHP and familiarity with SQL querying and data warehouse concepts.
- Experience developing reports and dashboards with Power BI, Tableau, and SAP.
- Experience with Azure, Databricks, Power Automate, Postman, and Git.
- Five9 VCC and/or Five9 Studio certification is preferred.
- Strong troubleshooting, communication, collaboration, presentation, and prioritization skills.
Benefits
- Competitive salary and benefits package, including healthcare, time off, retirement, and well-being programs.
- Remote position with required travel to client, temporary, or corporate office locations as business needs require.
- Professional growth, skill development, professional certification opportunities, and tuition reimbursement.
- Quarterly and annual incentive programs and a collaborative, innovative work culture.