Remote Five9 Platform Engineer in Boca Raton, FL by Bluegreen Vacations

Date Posted: 4/23/2021

Job Snapshot

Job Description

Purpose:

The Five9 Platform Engineer will be responsible for designing and supporting our cloud-based contact center solution. Will also be responsible for partnering with Contact Center leadership to innovate and optimize use of all aspects of the Five9 Cloud Contact Center Platform. This includes but is not limited to security and compliance, reporting, SIP telephony configuration, agent configuration, work force management, various integrations and related plugins., etc. In addition, the Five9 Platform Engineer will work with other teams in IT to support the total contact center platform including IVR, Unified Communications, Speech Analytics, Business Intelligence, Telecom and Network Engineering.

The ideal candidate would translate business needs and usability requirements into technical deliverables and execute on those deliverables to ensure success in our Contact Centers. This role will lead the technical delivery of all aspects of the Cloud Contact Center platform.


Responsibilities:

•     Work as a partner for Contact Center Leadership to support the innovation, automation, and execution of Contact Center strategy.

•     Demonstrate deep understanding of customer service, sales and delivery platforms.

•     Work with Business stake holders and engineering teams to build an Omni Channel customer experience.

•     Will lead, drive and execute Contact Center projects from an architecture and design perspective.

•     Develop Contact Center VOIP tech strategy to support the current and emerging needs.

•     Manage performance of overall telephony system (Five9).

•     Create and maintain documentation related to current state of contact center platform.

•     Generate and automate scheduled reporting as necessary.

•     Knowledge of Five9 software and IVR & ACD functionality.

•     Monitor and communicate outages along with execution of emergency protocols.

Requirements:

•     Bachelor’s Degree, preferably in Information Services, or equivalent work experience

•     5+ years IT Management within Contact Center setting

•     2+ years working with Five9 Platform

•     Five9 University

•     Deep Understanding of Contact Center Routing and IVR

•     Excellent Written & Oral Communication Skills

•     Must be self-motivated and able to work in a team environment with limited supervision

•     Business Requirements Gathering

•     Dilligent Documentation practices 

Our goal is to improve the quality of work/life by providing equal employment opportunities for all candidates and team members. Bluegreen Vacations Corporation believes that diversity and inclusion is critical to our success, and we seek to recruit, develop and retain the most talented people from a broad candidate pool. We are a drug-free workplace, and if offered employment, candidate must be willing to submit to a background check/drug test. EOE/DFW  



Other details

  • Job Family IT Systems Configuration & Programming
  • Job Function Bonus and Merit
  • Pay Type Salary
  • Employment Indicator Regular
  • Travel Required Yes
  • Travel % 10
  • Telecommute % 100
  • Required Education Bachelor’s Degree
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  • Boca Raton, FL, USA