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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in configuring and maintaining the Five9 telephony platform, including IVR workflows and call routing strategies, while effectively managing SSO/OAuth configurations and vendor relationships. Proficient in troubleshooting CRM-telephony integrations and providing clear technical documentation to support operational excellence.
Highest-signal resume keywords
Five9 AdministrationCRM-Telephony IntegrationSIP UnderstandingSSO/OAuth ManagementTechnical Documentation
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Five9 IVR StudioCampaign ManagementAdministrator ConsoleAPI TroubleshootingCall Routing ArchitectureDialer Compliance RulesCertificate RenewalsAuthentication TroubleshootingTechnical Documentation CreationRunbook Development
Soft Skills
Communication SkillsMentoringVendor ManagementProblem-SolvingTeam Training
Tools & Technologies
Five9 Telephony PlatformCRM Systems
Certifications & Qualifications
Bachelor's Degree in Computer ScienceBachelor's Degree in Information Systems
Industry Keywords
Contact CenterHigh-Volume EnvironmentInbound & Outbound CallsPerformance Reporting
About the role
Key responsibilities & impact- Configure and maintain the Five9 telephony platform, including IVR workflows, call routing strategies, campaign/skill configurations, and dialer settings
- Own the technical build and continuous enhancement of the platform across all supported programs
- Serve as the technical lead for Five9 integration troubleshooting with CRM and business applications, including API, session, and account-level investigations
- Manage SSO/OAuth configuration, certificate renewals, and authentication troubleshooting for production environments
- Serve as primary technical liaison for Five9 reporting needs, advising data teams on platform structure, key identifiers, and logic to ensure accurate performance reporting
- Act as primary contact to manage vendor relationships, ensuring service issues are resolved quickly and stakeholders stay informed
- Troubleshoot and escalate issues as needed, documenting resolution paths and estimated timelines
- Develop training materials and coordinate team training on new functionality or platform upgrades
- Create and maintain SOPs, runbooks, and technical documentation to reduce key-person dependency
- Provide call system support during regular and off-hours as required, including testing for major changes
- Mentor teammates and lead structured knowledge-transfer sessions to build platform-wide resilience.
Requirements
What you’ll need- Bachelor's Degree in Computer Science, Information Systems, or related field, or equivalent professional experience
- 5–8+ years of hands-on experience administering Five9 (IVR Studio, Campaign Management, Administrator Console) in a high-volume, blended (inbound & outbound) contact center
- Proven experience with CRM-telephony integrations and API/session-level troubleshooting
- Strong understanding of SIP, call routing architecture, and dialer compliance rules (predictive, power, and preview dialers)
- Experience managing SSO/OAuth configuration, certificate renewals, and authentication troubleshooting in production environments
- Ability to read, understand, and create clear technical documentation, runbooks, and SOPs
- Comfort communicating with clients, vendors, and senior leadership on complex technical subjects
- Strong written and verbal communication skills.
Benefits
Comp & perks- Competitive salary
- Flexible working hours
- Professional development budget
- Home office setup allowance
- Global team events