Sr. Contact Center Specialist -Five9

Position Summary

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 p...