Five9 Administrator

Description

Internet Brands is seeking a Five9 Administrator. This role will support all aspects of telecommunications at Internet Brands including voice, and video. This group will implement existing technologies at Internet Brands as well as adapting those from acquisitions. Additionally, this role will develop and support new telecommunications based solutions. The position will require knowledge of the five9 platform.

Required Qualifications:

• Extensive experience with Five9 telephony solutions (configuration, administration, and troubleshooting) within a contact center environment.
• Familiarity with RingCentral, Avaya, and other telephony platforms.
• Strong understanding of VoIP, AV, and network-related environments.
• Experience in implementing and supporting telephony solutions for business continuity.
• Bachelor’s degree or equivalent experience (experience in lieu of education is preferred).

Preferred Qualifications:

• Developer experience, including scripting and automation (e.g., PowerShell, APIs, or custom integrations).
• Familiarity with CRM like Salesforce, Microsoft Dynamics.
• Certifications in Five9 or other listed platforms.

Key Responsibilities Include:

• Administration of all Five9 platform aspects (IVR, queue, campaign setup, dialers, reporting, user accounts, etc.)
• Troubleshoot system issues, agent issues, outages and coordinate vendor escalations as needed.
• Manage telecom vendor relationships, including vendor product roadmaps and problem resolution.
• Design, implement, and support new telephony solutions that meet business objectives.
• Implement Internet Brands telephony solutions at new acquisitions.
• Develop and maintain disaster recovery and contingency operation plans for voice services.
• Monitor and analyze system performance, including network traffic, security, and capacity.
• Understand and apply security requirements to VoIP, AV, and other network-related environments.
• Perform preventive maintenance, backups, and recovery procedures as needed.
• Develop procedures for Tier 1 support related to telecommunications operations and day-to-day user management and assist in problem identification and resolution
• Resolve ticket requests for technical support ranging from tier 1 - 3 issues.