Five9 Automation Engineer (On-site)

About us:

Working at Tech Holding isn't just a job, it's an opportunity to be a part of something bigger. We are a full-service consulting firm that was founded on the premise of delivering predictable outcomes and high-quality solutions to our clients. Our founders and team members have industry experience and have held senior positions in a wide variety of companies – from emerging startups to large Fortune 50 firms – and we have taken our combined experiences and developed a unique approach that is supported by the principles of deep expertise, integrity, transparency, and dependability.

The Role:

We are looking for an experienced Contact Center Engineer to support the migration from Genesys to Five9. This role requires deep expertise in WFM automation, call flow scripting, and systems integration to ensure a seamless transition and operational continuity. The ideal candidate will have hands-on experience in automating workflows and integrating contact center systems with enterprise platforms.

Key Responsibilities:

• Design and implement WFM (Workforce Management) automation scripts in Five9.
• Build and maintain call routing and flow automation scripts to support customer experience strategies.
• Develop automated triggers to Slack or other internal communication tools for event-driven updates and incident alerts.
• Implement and support common authentication services across the contact center platform.
• Work closely with business analysts and stakeholders to translate call center workflows and requirements into scalable technical solutions.
• Support system testing and validation as part of the Five9 migration process.
• Document system configurations, automation scripts, and integration touchpoints.

Required Skills:

• 3+ years of experience in contact center engineering with a focus on either Genesys or Five9 platforms.
• Strong experience in scripting for call routing and automation flows.
• Experience with WFM systems and automation (e.g., script-based scheduling, real-time adherence tools).
• Knowledge of modern authentication methods such as SSO and OAuth.
• Familiarity with Slack integrations or other collaboration platform triggers.
• Strong troubleshooting and documentation skills.
• Excellent communication skills and ability to work cross-functionally with both technical and non-technical teams.

Nice to Have:

• Experience supporting or managing migrations from Genesys to Five9.
• Familiarity with Ansible, Terraform, or other automation tooling.
• Experience in monitoring and incident response systems (e.g., Prometheus, Grafana).
• Prior work in environments following SRE principles.
• Cloud exposure (AWS or Azure).

What we offer:

• Competitive compensation package.
• Remote and flexible work environment.
• High-impact role supporting a large-scale platform migration.
• Opportunity to work with a fast-moving and collaborative engineering team.