Service Engineer - Five9 Platform_103283

Company:A Large Global Organization

Key Skills: Five9, Five9 CCaaS, Admin, API Integration, Javascript, CRM

Roles and Responsibilities:

• Administer and support Five9 CCaaS and Five9 IVA configurations in production environments.
• Design and maintain call routing, IVR, and virtual agent conversation flows.
• Integrate conversational AI platforms with Five9 using APIs, webhooks, and voice routing logic.
• Troubleshoot customer experience issues across AI conversations, telephony flows, and platform integrations.
• Support testing, deployment, and ongoing maintenance of conversational AI and contact center solutions.

Skills Required:

• 4 to 12 years of relevant experience in Five9, contact center platforms, or conversational AI support.
• Hands-on experience with Five9 administration and Five9 CCaaS platform support.
• Strong working knowledge of Five9 IVA, conversational flow design, and virtual agent configuration.
• Experience with conversational AI concepts including NLU, NLP, intent recognition, entity extraction, and dialogue management.
• Ability to support API- and webhook-based integrations, voice routing, and production issue resolution.

Good to Have:

• JavaScript, CRM, and API Integration experience.
• Exposure to Sierra.ai, SoundHound Amelia, Google CCAI, Amazon Lex, or Microsoft Copilot Studio.
• Experience with speech analytics, AI transcription, and Agent Assist.

Education: Any Graduation; degree in Information Technology, Computer Science, Engineering, or equivalent experience preferred.