Engineer

• Tracks telecom invoices, pricing, and billing, and supports the organization's Communications-as-a-Service (CaaS) platform, Five9.
• Designs and maintains contact center infrastructure including Five9's Virtual Call Center (VCC), Avaya CM and CMS, Avaya AEP, Oracle, SBCs, IVR, and call recording environments.
• Participates in telecom projects and new initiatives with telecom carriers and internal teams.
• Provides access management and support for call recording systems within Five9's VCC.
• Supports contact center technologies such as reporting and workforce management (WFM).
• Collaborates with telecom providers (e.g., AT&T, Century Link, Masergy) on SIP trunking and infrastructure support.
• Partners with network and server teams to provision infrastructure for telecom systems.
• Develops and maintains disaster recovery and business continuity plans, conducting regular tests and updates.
• Continuously monitors and optimizes telecom system performance, identifying and addressing inefficiencies.
• Identifies and implements cost-optimization strategies for telecom services.
• Establishes quality assurance processes for telecom services, including call monitoring, metric analysis, and coaching to improve customer service.

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