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Senior Five9 Engineer - Chicago Illinois
Company: Tbwa Chiat/Day Inc
Location: Chicago, Illinois
Posted On: 01/18/2025
At Beyond Finance, we've made it our mission to help everyday Americans escape the endless cycle of crippling debt and step into a brighter financial future. Through compassionate, individualized care, a culture focused on compliance and ethics, supportive user-centric technology, and customized financial solutions, we've helped over 300,000 clients on their path to a brighter future.While we're proud of what we've already accomplished, we're searching for new collaborators to help us get to the next level! If you're looking to join a forward-thinking, rapidly growing organization with helping people as its number one goal, we want to hear from you.About the RoleWe are seeking a Senior Five9 Engineer to support Beyond Finance's ambitious growth. You will provide strategic, innovative, and cost-effective solutions to increase efficiency, reliability, and integration of our services and operations. You will work daily in a semi-autonomous environment where fast prototyping emerging technologies to solve industry-related problems is the rule.What You'll Do - Develop and deploy cloud-based voice and digital channels: chat, e-mail, SMS, Virtual Agent, Digital Workflow Automations, Studio solutions for Call Center Technology in Five9.
- Script API calls and work with Salesforce, AWS developers to create API interfaces.
- Be on the leading edge of Contact Center Technologies and innovations.
- Manage Telecommunications: Numbers Management, SIP trunking, virtual SBCs, LD Carriers Management, VOIP telephony, Dialer management and integrations.
- Take full ownership of technical solutions programming deployments and Level 3/4 support.
- Collect project requirements, prioritize work items, manage, schedule, and work on tight deadlines. Ensure on-time, quality of delivery and customer satisfaction.
- Execute ad hoc tasks and follow best practices of change controls.
- Own configurations and programming for the systems as needed, ensuring systems scalability and reliability.
- Drive VOIP QoS delivery for outbound and inbound interactions to maximize agent productivity, meeting business KPIs and objectives.
- Manage recordings, reporting and other auxiliary call center applications.
- Follow IT deployment methodology and processes.
- Drive for Call Center design, Implementation and Support.
- Build Call Flows, advanced level IVRs, skills, permissions, roles, data points, users, workflows, reports.
- Firsthand experience building automations: skill management, agents onboarding/off-boarding, Five9 ESS and WFA, WFM.
- Dialer optimization: deep knowledge of Inbound and Outbound (preview, power, progressive) call routing, Ratios, Call Analysis.
- Routing logic expertise on all VCC configurations of Queues, Variables, SSO and IDPs configurations, State Routing Rules, Foreign Scripts, Workflows.
- Real-time troubleshooting IVR call flow, telephony, call quality, functionality and usability verification.
- Day-to-day management and L3-4 support including call routing, agent management, automations, scripting, reporting and documenting knowledge articles.
- Provide configurations and programming for the system as needed, working with various internal and external technical teams.What we Look For
- Strong working knowledge with APIs, 3rd party app integration including Salesforce.
- Extensive experience with Python, PowerShell, Java or other scripting languages.
- Experience with Five9 connectors.
- Experience with Pre-Packaged CRM Integrations.
- More than 4 years of experience as SME: Five9 Programmer/Developer Engineering Role or TAM.
- Strong Knowledge with out of the box reports for Queues, Agents, Interactions, Campaigns, IVR Scripting, List Reports, Contacts, Do Not Call, Worksheets and custom report creation.
- Five9 Admin Certifications.
- Good working Knowledge of BI tools.
- Hands-on Experience with Calabrio One WFM.
- Be able to be on call and provide after-hours support: US hours.
- 6+ years of experience in Telecommunications.
- Bachelor's degree or equivalent years of experience.
- Analytical ability to understand requirements and own the solutions for A-Z.
- Be able to travel to HQ in Chicago quarterly or as needed.Why Join Us?While you make a difference for others, we'll work to make a difference for you, providing an uplifting, collaborative work environment and benefits that reflect your value to us. For eligible full-time employees, we offer:
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