Contractor - WFO Systems Engineer

Job Summary

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

Five9 is a leader in Cloud-based Call Center solutions and one of the Bay Area s fastest-growing companies. To complement our rapid growth, we are actively looking for an experienced WFO (Workforce Optimization) Systems Engineer to join our Technical Operations team. Our headquarters is located in San Ramon, CA, and we continue to expand globally.

The ideal candidate for this role will have a deep understanding of systems administration technologies, strong analytical and troubleshooting skills, and excellent communication skills.

Responsibilities

• Build, deploy and configure WFO Verint (and Five9 WFO) platforms in company s global data centers.
• Collaborate with other Cloud Ops staff to monitor production environments with primary focus on the WFO instances.
• Be the primary POC for troubleshooting and fixing any WFO-related issues.
• Proactive performance management and capacity planning.
• Manage technical projects (build, plan, document, train) pertaining to WFO systems.
• Update and work on tickets and tasks assigned in a timely manner.
• Follow change management process and participate in off-hours maintenance windows.
• Participate in on-call rotation.

Requirements

• Minimum 4 years technical experience with Windows and Active Directory system administration.
• Strong experience with WFO, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices.
• 5 years of Verint software installation, configuration and administration, especially in a multi-tenant cloud environment.
• Solid experience with Verint QM/WFM is a must.
• Knowledge of Verint Analytics and DPA is highly desired.
• AWS/GCP administration/certification is a big plus.
• Experience in JAVA Enterprise and frameworks in addition to app servers like Tomcat, JBoss etc.
• Good experience with MS SQL (2017/2019): database structure, administration, performance tuning and scripting.
• Excellent verbal and written skills.
• B.S. in Computer Science or equivalent experience.