Five9 Administrator
Internet Brands•El Segundo, CA
About The Position
Internet Brands is seeking an experienced Five9 Administrator to manage and enhance their contact center and telecommunications environment. This role involves administering the Five9 platform, supporting other telephony systems (voice and video), implementing solutions for business continuity, and integrating telephony for new acquisitions. The ideal candidate should possess deep Five9 expertise combined with strong VoIP/AV/network knowledge and practical automation skills.
Requirements
- Extensive, hands-on experience with Five9: configuration, administration, reporting, and troubleshooting within a contact center environment.
- Solid understanding of VoIP, AV, networking concepts, and security best practices for voice/video systems.
- Familiarity with other telephony platforms (e.g., RingCentral, Avaya).
- Experience implementing telephony solutions for business continuity and disaster recovery.
- Bachelor’s degree or equivalent practical experience.
Nice To Haves
- Scripting and automation experience (PowerShell, REST APIs, or similar) to build integrations and automate tasks.
- Experience integrating telephony with CRMs such as Salesforce or Microsoft Dynamics.
- Certifications in Five9 or related telephony platforms.
- Prior experience managing telecom vendor relationships and roadmap planning.
Responsibilities
- Administer and maintain the Five9 platform: IVR, queues, campaigns, dialers, reporting, user accounts, permissions, and integrations.
- Troubleshoot and resolve Five9, telephony, and agent issues; coordinate vendor escalations as needed.
- Design, implement, and support telephony solutions to meet business objectives and continuity requirements.
- Lead telephony integrations during acquisitions and with business applications (CRM, ticketing, etc.).
- Monitor system performance (network traffic, capacity, security) and recommend optimizations.
- Develop and maintain disaster recovery and contingency plans for voice services.
- Manage telecom vendor relationships, review product roadmaps, and drive problem resolution.
- Create and maintain runbooks, operational documentation, and Tier 1 support procedures.
- Provide technical support across Tier 1–3 and resolve ticketed requests in a timely manner.
- Perform preventive maintenance, backups, and recovery procedures.
Benefits
- comprehensive benefits package
- health insurance options such as medical, dental, and vision coverage
- flexible spending accounts (FSA) for medical and dependent care
- short-term and long-term disability insurance
- life and AD&D insurance
- 401(k) retirement savings plan with a company match
- paid time off (PTO)
- paid holidays
- commuter benefits
- access to our Employee Assistance Program (EAP)
- well-being coaching services
- voluntary benefits such as home, auto and pet insurance
- discounted legal and financial services
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Number of Employees
1,001-5,000 employees
