Sr. Systems Engineer - Five9

Simply Results Talent

6d•Remote

About The Position

The Senior Five9 Systems Engineer role is an exciting opportunity for technology professionals who are passionate about owning and evolving enterprise-scale, cloud-based contact center platforms. This role goes beyond day-to-day administration — you will serve as the primary technical authority for Five9 architecture, integrations, and authentication, while mentoring teammates and building lasting documentation. It's ideal for engineers who enjoy solving complex, multi-system challenges and want real ownership over a platform that powers mission-critical customer interactions. The Purpose of Your Role The Senior Five9 Systems Engineer delivers value by ensuring our cloud-based telephony and contact center platform is expertly configured, secure, and reliable at enterprise scale. Beyond routine administration, this role proactively owns platform authentication, CRM/API integrations, and vendor relationships — while developing training materials, documentation, and long-term technical strategy that reduce key-person risk and strengthen operational resilience.

Requirements

Bachelor's Degree in Computer Science, Information Systems, or related field, or equivalent professional experience.
5–8+ years of hands-on experience administering Five9 (IVR Studio, Campaign Management, Administrator Console) in a high-volume, blended (inbound & outbound) contact center.
Proven experience with CRM-telephony integrations and API/session-level troubleshooting.
Strong understanding of SIP, call routing architecture, and dialer compliance rules (predictive, power, and preview dialers).
Experience managing SSO/OAuth configuration, certificate renewals, and authentication troubleshooting in production environments.
Ability to read, understand, and create clear technical documentation, runbooks, and SOPs.
Comfort communicating with clients, vendors, and senior leadership on complex technical subjects.
Strong written and verbal communication skills.

Nice To Haves

Attention to Detail
Conceptual Thinking
Data Gathering and Analysis
Dealing with Ambiguity
Decision Making
Individual Impact and Influence
Technical Mentorship

Responsibilities

Configure and maintain the Five9 telephony platform, including IVR workflows, call routing strategies, campaign/skill configurations, and dialer settings.
Own the technical build and continuous enhancement of the platform across all supported programs.
Serve as the technical lead for Five9 integration troubleshooting with CRM and business applications, including API, session, and account-level investigations.
Manage SSO/OAuth configuration, certificate renewals, and authentication troubleshooting for production environments.
Serve as primary technical liaison for Five9 reporting needs, advising data teams on platform structure, key identifiers, and logic to ensure accurate performance reporting.
Act as primary contact to manage vendor relationships, ensuring service issues are resolved quickly and stakeholders stay informed.
Troubleshoot and escalate issues as needed, documenting resolution paths and estimated timelines.
Develop training materials and coordinate team training on new functionality or platform upgrades.
Create and maintain SOPs, runbooks, and technical documentation to reduce key-person dependency.
Provide call system support during regular and off-hours as required, including testing for major changes.
Mentor teammates and lead structured knowledge-transfer sessions to build platform-wide resilience.