Five9 Contact Centre Administrator (Remote, South Africa)

You will be the technical hands. You will take a Five9 solution from requirements gathering, through technical design, build, testing and go-live, and then support it in production. This is a permanent, full-time position working UK hours as part of a small, highly technical team.

Requirements

Key Responsibilities

• Design, configure and implement Five9 Contact Centre solutions for client environments.
• Lead technical discovery sessions and translate business requirements into practical Five9 solutions.
• Configure inbound and outbound campaigns, including Predictive, Progressive, Preview and Power Diallers.
• Design and configure IVR workflows, call routing, skills, queues and failover logic.
• Implement and support integrations between Five9, CRM platforms and third-party applications using APIs.
• Troubleshoot complex Five9 issues including agent connectivity, telephony, call routing and integrations.
• Support enterprise Five9 implementations, migrations and production environments.
• Conduct system testing and User Acceptance Testing (UAT) before deployments.
• Monitor system performance, conduct health checks and recommend improvements.
• Manage technical incidents and provide root-cause analysis for high-priority issues.
• Produce clear technical documentation and solution designs.
• Provide technical guidance and training to clients, administrators and internal teams.

Experience Required

• Strong hands-on experience implementing, configuring and supporting Five9.
• Experience with enterprise contact centre or CCaaS environments.
• Strong knowledge of inbound/outbound campaigns, diallers, IVR and call routing.
• Experience with CRM and API integrations, ideally including Salesforce.
• Understanding of SIP, VoIP and contact centre telephony.
• Experience troubleshooting complex production issues.
• Strong client-facing communication and technical consulting skills.
• Experience delivering implementations from requirements gathering through to go-live and ongoing support.

Advantageous

• Five9 certification.
• Experience with Salesforce, Genesys, Amazon Connect or similar CCaaS platforms in addition to proven hands-on Five9 experience.
• Experience with REST APIs, SQL, Azure or AWS.
• Previous experience supporting UK or international clients.
• Background at a Five9 reseller, partner or implementation consultancy, or prior Avaya or Cisco contact centre engineering before moving to cloud.
• The three points below are ESSENTIAL, not advantageous:
• ESSENTIAL: you must be able to describe, in detail, Five9 environments you have personally built, configured or supported from the administration side. Front-end use of Five9 as an agent does not meet this requirement.
• ESSENTIAL: a reliable high-speed internet connection and a working HD webcam. This team lives on video calls, and poor connection or camera quality at interview stage will end the application.
• ESSENTIAL: based in South Africa and able to work UK hours, full-time and permanently.