Sr. Contact Center Specialist -Five9

Position Summary (Purpose of job):

The Sr. Contact Center Five9 Specialist provides technical leadership in the design, implementation, and continuous optimization of enterprise Contact Center solutions, with a primary focus on the Five9 CCaaS platform and its integrated ecosystem. This role is responsible for architecting scalable, resilient, and secure multi-channel engagement solutions spanning voice, digital, and AI-driven self-service capabilities.

Following industry best practices, the position applies an integration-first and customer journey-centric approach, ensuring seamless orchestration across contact center, self-service AI platforms (e.g., Sierra), CRM systems (e.g., Salesforce), Workforce Engagement platforms (e.g., Verint), and healthcare systems (e.g., Athena and other clinical applications). The role emphasizes high self-service containment, intelligent routing, and data-driven decisioning to enhance both customer and agent experiences.

The...