CCaaS Platform Engineer

The CCaaS Platform Engineer is responsible for the technical ownership, administration, performance, and continuous optimization of Prudent Rx's Contact Center as a Service (CCaaS) platform and Intelligent Virtual Agent (IVA) solutions, built on Five9. This role ensures a reliable, high-quality contact center experience by maintaining call flows, IVRs, routing logic, conversational AI experiences, and integrations across systems such as CRM, WFM, and QA tools.

This position works closely with Contact Center leadership, Infrastructure, and Application teams to troubleshoot issues, implement platform enhancements, optimize self-service performance, and manage the Five9 vendor relationship. The ideal candidate blends strong technical skills with operational understanding of contact center environments and a focus on improving member experience through automation and self-service solutions.

Key Responsibilities

• Administer and optimize the Five9 CCaaS platform
• Monitor system health, voice quality, and call delivery within Five9 to ensure consistent uptime and optimal performance.
• Own routing, queues, and IVR configuration
• Maintain routing logic, agent profiles, queues, and flow design using Five9's Agentic AI platform to align with business operations and customer experience objectives.
• Own IVA performance and self-service optimization
• Monitor and analyze IVA containment, call deflection, customer journey, and self-service completion metrics within Five9's Intelligent Virtual Agent tools. Partner with Operations and business stakeholders to identify opportunities for conversational enhancements, implement IVA updates, improve member experience, and increase automation effectiveness while reducing unnecessary live-agent contacts.
• Manage Five9 vendor relationship and escalations
• Serve as the technical liaison to Contact Center leadership and the primary technical point of contact for Five9, coordinating with Five9 support, IVA providers, and telecom carriers to resolve incidents, manage escalations, and ensure service-level compliance.
• Lead platform change management and enhancements
• Evaluate, test, and implement new Five9 features, integrations, IVA enhancements, and platform releases in coordination with Infrastructure and Operations teams. Partner with Application, Integration, Security, and Business teams to ensure data flow integrity, access controls, and compliance with IT policies, and maintain documentation related to platform configuration, IVA design, troubleshooting, and change control.
• Required Qualifications
• 3 to 5 years of experience supporting or administering Contact Center or Voice Platforms, including hands-on Five9 experience within the last 2 to 3 years (required)
• Strong understanding of call routing, IVR design, ACD queues, and agent management
• Familiarity with telecom fundamentals (SIP, QoS, codecs, latency troubleshooting)
• Experience collaborating with operations leaders to translate business needs into technical configurations
• Demonstrated ability to work across teams to resolve complex voice quality or platform integration issues
• Experience supporting, configuring, or optimizing IVA (Intelligent Virtual Agent), conversational AI, or self-service automation platforms, including analysis of customer interactions and implementation of enhancements to improve containment, call deflection, and overall member experience
• Solid documentation, testing, and change management skills

Preferred Qualifications

• Experience with additional CCaaS platforms (Genesys Cloud CX, NICE CXone, Talkdesk, Amazon Connect, or similar) a plus
• Five9 certification(s) or formal Five9 platform training
• Experience integrating Five9 with CRM systems (Salesforce preferred)
• Knowledge of Five9 WFM, QM/QA, and analytics/reporting tools, or comparable third-party tools commonly used in contact centers
• Experience with conversational design, intent tuning, IVA workflow optimization, and self-service strategy within a contact center environment
• Familiarity with analytics and reporting used to measure IVA performance, containment, call deflection, customer effort, and member satisfaction
• Familiarity with ITIL processes (incident, change, and problem management)
• Basic understanding of network infrastructure supporting voice (LAN/WAN, VPN, SBCs)
• Prior experience working in a regulated or compliance-driven environment (SOC 2, HIPAA, HITRUST, etc.)
• Core Competencies
• Technical Ownership Mindset
• Takes initiative to resolve issues end-to-end and assumes accountability for platform stability and performance.
• Cross-Functional Collaboration
• Effectively communicates and partners across IT, Operations, vendors, and business teams.
• Analytical Problem Solving
• Quickly isolates, diagnoses, and resolves routing, voice quality, integration, or self-service performance issues.
• Process Discipline
• Maintains thorough documentation and follows structured testing, change management, and governance processes.
• Customer Focus
• Ensures technology decisions improve agent efficiency, customer outcomes, and overall service quality.
• Customer Journey Optimization
• Uses data, customer feedback, and platform analytics to continuously improve self-service experiences, increase automation adoption, and enhance the overall member experience.
• Success Metrics
• Five9 platform uptime and stability
• Mean time to resolution (MTTR) for call, routing, and platform issues
• Successful implementation of platform changes without service disruption
• Five9 vendor SLA adherence and relationship health
• Positive feedback from Contact Center leadership and IT partners
• IVA containment rate and successful self-service completion rate
• Call deflection rate from IVA to live-agent support channels
• Reduction in avoidable transfers and escalations from IVA interactions
• Improvement in member satisfaction related to self-service experiences
• Successful deployment of IVA enhancements that improve automation effectiveness and customer outcomes
• Identification and resolution of IVA performance gaps through ongoing analysis, testing, monitoring, and optimization

Requirements

• 3 to 5 years of experience supporting or administering Contact Center or Voice Platforms, including hands-on Five9 experience within the last 2 to 3 years (required)
• Strong understanding of call routing, IVR design, ACD queues, and agent management
• Familiarity with telecom fundamentals (SIP, QoS, codecs, latency troubleshooting)
• Experience collaborating with operations leaders to translate business needs into technical configurations
• Demonstrated ability to work across teams to resolve complex voice quality or platform integration issues
• Experience supporting, configuring, or optimizing IVA (Intelligent Virtual Agent), conversational AI, or self-service automation platforms, including analysis of customer interactions and implementation of enhancements to improve containment, call deflection, and overall member experience
• Solid documentation, testing, and change management skills