Five9 Contact Center & Microsoft Teams Telephony Administrator

Capgemini

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Your Role

As a Five9 Contact Center & Microsoft Teams Telephony Administrator, you will be responsible for managing, supporting, and optimizing enterprise contact center and cloud telephony solutions, with a primary focus on Five9 VCC, Microsoft Teams Voice, and enterprise VoIP platforms. You will ensure seamless communication services, high system availability, and an exceptional end-user experience across global business environments.

Provide Tier 2/3 support for Five9 VCC and enterprise contact center platforms, ensuring timely resolution of user and agent issues.
Manage agent onboarding, offboarding, role assignments, and configuration within Five9 VCC environments.
Troubleshoot and resolve call quality, audio, connectivity, SIP, and call routing issues impacting end users.
Analyze call logs, usage trends, performance metrics, and audit reports to identify operational risks and optimization opportunities.
Administer Microsoft Teams Admin Center and Office 365 telephony services, including dial plans, calling policies, voice routing, and Operator Connect.
Configure and support Teams meeting policies, Teams-certified devices, and voice endpoints including Poly and AudioCodes solutions.
Automate administrative tasks, reporting, and bulk user management using PowerShell scripting.
Support integrations between Five9 and collaboration platforms such as Microsoft Teams, Zoom, Gong, and other enterprise communication solutions.
Develop and maintain SOPs, technical documentation, knowledge articles, and operational runbooks.
Drive continuous improvement initiatives by adopting emerging technologies in UCaaS, CCaaS, Enterprise VoIP, and Contact Center solutions.

Your Profile

9+ years of experience in Enterprise Telephony, Contact Center, Unified Communications, and VoIP technologies.
Strong hands-on expertise in Five9 Virtual Contact Center (VCC) administration, configuration, troubleshooting, and support.
Experience supporting enterprise Contact Center solutions such as Five9, Cisco Contact Center, Genesys, NICE, or Microsoft Teams Contact Center integrations.
Proven expertise in Microsoft Teams Voice, Teams Admin Center, Office 365 telephony, and cloud collaboration services.
Strong knowledge of contact center operations, agent lifecycle management, call flows, IVR, routing strategies, and telephony administration.
Experience troubleshooting audio quality, connectivity issues, SIP signaling, call routing, and voice infrastructure problems.
Solid understanding of enterprise VoIP technologies including SIP trunking, QoS, TCP/IP, WAN, and network performance optimization.
Hands-on experience with Poly, AudioCodes, and other enterprise voice and conferencing devices.Proficiency in PowerShell scripting for automation, reporting, bulk administration, and system management.
Proven ability to coordinate with vendors, service providers, and cross-functional technical teams for issue resolution and service improvements.

What Will You Love Working At Capgemini

You will have the opportunity to learn on one of the industry's largest digital learning platforms, with access to 250,000+ courses and numerous certifications.
We’re committed to ensure that people of all backgrounds feel encouraged and have a sense of belonging at Capgemini. You are valued for who you are, and you can bring your original self to work.
At Capgemini, you can work on cutting-edge projects in tech and engineering with industry leaders or create solutions to overcome societal and environmental challenges.

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of €22.1 billion.

Make it real | www.capgemini.com