Concentrix
Five9 & Cloud Communications Platform Engineer
Concentrix, Tampa, Florida, United States, 33602
Five9 & Cloud Communications Platform Engineer
Concentrix is seeking a Five9 & Cloud Communications Platform Engineer to manage and optimize our UCaaS/CCaaS systems. This role involves configuring, integrating, and supporting platforms like Five9, ensuring high performance and reliability. You'll work closely with IT and business teams to enable seamless voice, messaging, and contact center operations. Experience with API integrations (e.g., Salesforce, ServiceNow) is essential. Ideal for someone who thrives in a fast-paced, enterprise environment. Responsibilities: 1. Platform Management & Administration Manage the day-to-day operations of UCaaS and CCaaS platforms (e.g., Five9, Zoom, Microsoft Teams, Cisco Webex, RingCentral, Verint). Configure call routing, IVR workflows, voicemail, call queues, and auto-attendants. Administer user provisioning, roles, licenses, and system permissions. 2. Integration & Development Build and maintain API integrations between communication platforms and business systems such as Salesforce, ServiceNow, Dynamics 365, etc. Collaborate with development and IT teams to automate workflows and data exchange between systems. Develop and maintain scripts or tools to support provisioning and system monitoring. 3. Monitoring & Optimization Monitor system performance, uptime, and usage metrics to ensure SLA compliance. Analyze call quality data and user experience metrics to identify and resolve issues. Optimize voice and video performance across networks, ensuring minimal latency and jitter. 4. Troubleshooting & Support Act as Tier 3 support for complex voice/video communication issues. Troubleshoot call failures, routing errors, audio/video quality problems, and system integration failures. Coordinate with vendors and carriers to resolve outages or service degradation. 5. Security & Compliance Ensure communication systems comply with enterprise security standards and regulatory requirements (e.g., HIPAA, GDPR). Manage encryption, authentication, and access controls for all communication channels. 6. Documentation & Training Create and maintain technical documentation including architecture diagrams, SOPs, configuration guides, and change logs. Provide training and support to end users and internal IT teams on new features, tools, and best practices. 7. Continuous Improvement Stay up to date on UCaaS/CCaaS trends, technologies, and best practices. Recommend and implement enhancements to improve collaboration, reduce costs, and scale infrastructure. Participate in vendor evaluations and proof-of-concepts for new tools and technologies. 8. Project Involvement Support or lead UCaaS/CCaaS-related projects such as system migrations, new feature rollouts, or global deployments. Collaborate with cross-functional teams including IT, networking, security, HR, and support. Bonus Skills (Optional but Valuable) Experience with network QoS configuration for VoIP and video traffic. Familiarity with SIP trunking, SBCs (Session Border Controllers), and telecom carrier services. Knowledge of voice recording, WFM (Workforce Management), or speech analytics platforms (e.g., Verint, NICE). Certifications such as Cisco Collaboration, Microsoft Teams Voice Engineer, or Five9/Genesys specialist credentials.
Concentrix is seeking a Five9 & Cloud Communications Platform Engineer to manage and optimize our UCaaS/CCaaS systems. This role involves configuring, integrating, and supporting platforms like Five9, ensuring high performance and reliability. You'll work closely with IT and business teams to enable seamless voice, messaging, and contact center operations. Experience with API integrations (e.g., Salesforce, ServiceNow) is essential. Ideal for someone who thrives in a fast-paced, enterprise environment. Responsibilities: 1. Platform Management & Administration Manage the day-to-day operations of UCaaS and CCaaS platforms (e.g., Five9, Zoom, Microsoft Teams, Cisco Webex, RingCentral, Verint). Configure call routing, IVR workflows, voicemail, call queues, and auto-attendants. Administer user provisioning, roles, licenses, and system permissions. 2. Integration & Development Build and maintain API integrations between communication platforms and business systems such as Salesforce, ServiceNow, Dynamics 365, etc. Collaborate with development and IT teams to automate workflows and data exchange between systems. Develop and maintain scripts or tools to support provisioning and system monitoring. 3. Monitoring & Optimization Monitor system performance, uptime, and usage metrics to ensure SLA compliance. Analyze call quality data and user experience metrics to identify and resolve issues. Optimize voice and video performance across networks, ensuring minimal latency and jitter. 4. Troubleshooting & Support Act as Tier 3 support for complex voice/video communication issues. Troubleshoot call failures, routing errors, audio/video quality problems, and system integration failures. Coordinate with vendors and carriers to resolve outages or service degradation. 5. Security & Compliance Ensure communication systems comply with enterprise security standards and regulatory requirements (e.g., HIPAA, GDPR). Manage encryption, authentication, and access controls for all communication channels. 6. Documentation & Training Create and maintain technical documentation including architecture diagrams, SOPs, configuration guides, and change logs. Provide training and support to end users and internal IT teams on new features, tools, and best practices. 7. Continuous Improvement Stay up to date on UCaaS/CCaaS trends, technologies, and best practices. Recommend and implement enhancements to improve collaboration, reduce costs, and scale infrastructure. Participate in vendor evaluations and proof-of-concepts for new tools and technologies. 8. Project Involvement Support or lead UCaaS/CCaaS-related projects such as system migrations, new feature rollouts, or global deployments. Collaborate with cross-functional teams including IT, networking, security, HR, and support. Bonus Skills (Optional but Valuable) Experience with network QoS configuration for VoIP and video traffic. Familiarity with SIP trunking, SBCs (Session Border Controllers), and telecom carrier services. Knowledge of voice recording, WFM (Workforce Management), or speech analytics platforms (e.g., Verint, NICE). Certifications such as Cisco Collaboration, Microsoft Teams Voice Engineer, or Five9/Genesys specialist credentials.