Five9 & Cloud Communications Platform Engineer

Job Title:

Five9 & Cloud Communications Platform Engineer

Job Description

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

Join us and be part of this journey towards greater opportunities and brighter futures.

Job Title: Five9 & Cloud Communications Platform Engineer

Location: Clearwater, FL

Job Summary:

Concentrix is seeking a Five9 & Cloud Communications Platform Engineer to manage and optimize our UCaaS/CCaaS systems. This role involves configuring, integrating, and supporting platforms like Five9, ensuring high performance and reliability. You'll work closely with IT and business teams to enable seamless voice, messaging, and contact center operations. Experience with API integrations (e.g., Salesforce, ServiceNow) is essential. Ideal for someone who thrives in a fast-paced, enterprise environment.

Responsibilities

1. Platform Management & Administration

• Manage the day-to-day operations of UCaaS and CCaaS platforms (e.g., Five9, Zoom, Microsoft Teams, Cisco Webex, RingCentral, Verint).
• Configure call routing, IVR workflows, voicemail, call queues, and auto-attendants.
• Administer user provisioning, roles, licenses, and system permissions.

2. Integration & Development

• Build and maintain API integrations between communication platforms and business systems such as Salesforce, ServiceNow, Dynamics 365, etc.
• Collaborate with development and IT teams to automate workflows and data exchange between systems.
• Develop and maintain scripts or tools to support provisioning and system monitoring.

3. Monitoring & Optimization

• Monitor system performance, uptime, and usage metrics to ensure SLA compliance.
• Analyze call quality data and user experience metrics to identify and resolve issues.
• Optimize voice and video performance across networks, ensuring minimal latency and jitter.

4. Troubleshooting & Support

• Act as Tier 3 support for complex voice/video communication issues.
• Troubleshoot call failures, routing errors, audio/video quality problems, and system integration failures.
• Coordinate with vendors and carriers to resolve outages or service degradation.

5. Security & Compliance

• Ensure communication systems comply with enterprise security standards and regulatory requirements (e.g., HIPAA, GDPR).
• Manage encryption, authentication, and access controls for all communication channels.

6. Documentation & Training

• Create and maintain technical documentation including architecture diagrams, SOPs, configuration guides, and change logs.
• Provide training and support to end users and internal IT teams on new features, tools, and best practices.

7. Continuous Improvement

• Stay up to date on UCaaS/CCaaS trends, technologies, and best practices.
• Recommend and implement enhancements to improve collaboration, reduce costs, and scale infrastructure.
• Participate in vendor evaluations and proof-of-concepts for new tools and technologies.

8. Project Involvement