Ensemble Heath Partner
Location
India | India
Job description
Job Description : Senior Telephony Engineer - Five9 Contact CenterPosition Overview : We are seeking a skilled and experienced Telephony Engineer to join our dynamic team. The ideal candidate will possess in-depth expertise in managing Five9 Contact Center solutions, Five9 Analytics and API integration. As a Telephony Engineer, you will play a crucial role in designing, implementing, maintaining, and optimizing our telephony infrastructure to ensure seamless communication and exceptional customer experiences.Responsibilities :- Design, deploy, configure, and maintain Five9 Contact Center solutions to meet business requirements.- Collaborate with cross-functional teams to gather telephony-related requirements and provide technical expertise during solution design and implementation phases.- Perform system upgrades, patches, and updates for all telephony platforms to ensure optimal performance, security, and compliance.- Monitor the telephony environment's health, troubleshoot issues, and provide timely resolution to minimize downtime and disruptions.- Proactively identify areas for improvement and propose enhancements to enhance system performance, scalability, and reliability.- Work closely with network and security teams to ensure telephony systems are integrated securely into the overall network infrastructure.- Conduct regular system audits and performance assessments, producing reports and recommendations for continuous improvements.- Provide technical support and guidance to end-users and other IT teams, addressing telephony-related queries and issues promptly.- Participate in on-call rotations to provide after-hours support for critical incidents or emergencies.- Stay up-to-date with industry trends and best practices in telephony, contact center technologies, and communication protocols.Qualifications :- Bachelor's degree in Computer Science, Information Technology, Telecommunications, or related field (or equivalent experience).- Proven experience in designing, implementing, and managing Five9 VCC environments, including Admin Console, Five9 Analytics, Five9 Reporting and Dashboards, and related components.- Familiarity with Five9 Contact Center solution setup, configuration, and administration.- Strong understanding of VoIP protocols, SIP, RTP, and related telephony technologies.- Proficiency in network protocols, routing, and switching relevant to telephony systems.- Solid troubleshooting skills to diagnose and resolve complex telephony issues.- Experience in scripting and automation for telephony provisioning and management is a plus.- Five9 VCC and/or Five9 Studio certified engineer- Expertise in configuring contact flows, routing strategy, custom scripting, API integrations, desktop and 3rd party app integrations.- Comfortable in presenting solution designs and demoing protypes of solutions developed- Experience with TCP/IP networking, SIP, RTP, and other telephony protocols- API software development skills with experience using RESTful/SOAP web services- Proficiency in one or more of the following programming languages: JavaScript, Java, Python, PHP- Excellent communication skills to interact effectively with technical and non-technical stakeholders.- Ability to work collaboratively in a team environment and adapt to changing priorities. (ref:hirist.tech)
Job tags
Salary
