Sr. Systems Engineer - Five9

About Liveops Liveops is redefining what outsourced customer service means in a modern, always-on world, built on the belief that genuine connection drives brand loyalty. For over 25 years, we’ve paired cutting-edge technology with trusted, remote, and empathetic human expertise to deliver agile, high-touch customer support solutions that scale with precision and care. As pioneers in the flexible workforce model, we bring global reach with unmatched adaptability—helping brands meet customer needs, anywhere, anytime. From complex interactions to seasonal surges, we proudly serve Fortune 500 and enterprise clients—delivering personalized experiences that earn trust and drive lasting impact. It’s not outsourcing; it’s outsmarting. To learn more, visit www.liveops.com . Senior Systems Engineer (Platform Engineering & Integration) Summary — Why You'll Love This Role The Senior Five9 Systems Engineer role is an exciting opportunity for technology professionals who are passionate about owning and evolving enterprise-scale, cloud-based contact center platforms. This role goes beyond day-to-day administration — you will serve as the primary technical authority for Five9 architecture, integrations, and authentication, while mentoring teammates and building lasting documentation. It's ideal for engineers who enjoy solving complex, multi-system challenges and want real ownership over a platform that powers mission-critical customer interactions. The Purpose of Your Role The Senior Five9 Systems Engineer delivers value by ensuring our cloud-based telephony and contact center platform is expertly configured, secure, and reliable at enterprise scale. Beyond routine administration, this role proactively owns platform authentication, CRM/API integrations, and vendor relationships — while developing training materials, documentation, and long-term technical strategy that reduce key-person risk and strengthen operational resilience. Qualifications We're Looking For Bachelor's Degree in Computer Science, Information Systems, or related field, or equivalent professional experience. 5–8+ years of hands-on experience administering Five9 (IVR Studio, Campaign Management, Administrator Console) in a high-volume, blended (inbound & outbound) contact center. Proven experience with CRM-telephony integrations and API/session-level troubleshooting. Strong understanding of SIP, call routing architecture, and dialer compliance rules (predictive, power, and preview dialers). Experience managing SSO/OAuth configuration, certificate renewals, and authentication troubleshooting in production environments. Ability to read, understand, and create clear technical documentation, runbooks, and SOPs. Comfort communicating with clients, vendors, and senior leadership on complex technical subjects. Strong written and verbal communication skills. The Competencies You Bring Attention to Detail • Conceptual Thinking • Data Gathering and Analysis • Dealing with Ambiguity • Decision Making • Individual Impact and Influence • Technical Mentorship The Value You Deliver Configure and maintain the Five9 telephony platform, including IVR workflows, call routing strategies, campaign/skill configurations, and dialer settings. Own the technical build and continuous enhancement of the platform across all supported programs. Serve as the technical lead for Five9 integration troubleshooting with CRM and business applications, including API, session, and account-level investigations. Manage SSO/OAuth configuration, certificate renewals, and authentication troubleshooting for production environments. Serve as primary technical liaison for Five9 reporting needs, advising data teams on platform structure, key identifiers, and logic to ensure accurate performance reporting. Act as primary contact to manage vendor relationships, ensuring service issues are resolved quickly and stakeholders stay informed. Troubleshoot and escalate issues as needed, documenting resolution paths and estimated timelines. Develop training materials and coordinate team training on new functionality or platform upgrades. Create and maintain SOPs, runbooks, and technical documentation to reduce key-person dependency. Provide call system support during regular and off-hours as required, including testing for major changes. Mentor teammates and lead structured knowledge-transfer sessions to build platform-wide resilience. Essential Job Functions Essential functions are the fundamental, crucial job duties that an employee must be able to perform, with or without reasonable accommodation. • Ability to sit or stand at a desk for extended periods of time while working on a computer. • Available for virtual meetings in a non-distracted environment. • Ability to work independently and meet deadlines. • Up to 10% travel required per year.