Contact Center engineer

Job Title: Contact Center Engineer Five9 VCC

Experience: 45 Years

Location: India - Bengaluru or Gurgaon

Industry Preference: Financial Services (Preferred)

Role Overview

We are seeking a skilled Contact Center Engineer with 45 years of hands-on experience in designing, implementing, and supporting cloud-based contact center solutions, specifically Five9 VCC. The ideal candidate will have strong expertise in contact center architecture, cloud engineering, integrations, and production support. Experience working with large financial services clients and exposure to Google Dialogflow CX / Google Contact Center AI (CES) will be a strong advantage.

Key Responsibilities

1. Contact Center Solution Design

Design end-to-end Five9 VCC contact center solutions aligned with business and compliance requirements.

Create high-level and low-level design documents (HLD/LLD).

Architect IVR call flows, routing strategies, skills-based routing, and omnichannel configurations.

Design secure and scalable integrations with CRM systems, APIs, and backend platforms.

Ensure solutions meet high availability, disaster recovery, and resiliency standards.

2. Installation & Implementation

Lead deployment and configuration of Five9 VCC environments (Production, UAT, Dev).

Configure campaigns (inbound/outbound/blended), skills, agents, queues, and routing rules.

Implement IVR scripts, call flows, and dialer configurations.

Support telephony setup including SIP trunking and PSTN integrations.

Coordinate with network, security, and infrastructure teams during implementation.

Perform system validation testing and go-live support.

3. Configuration & Administration

Configure Five9 modules including ACD, IVR, WFM, Reporting, and Call Recording.

Manage User provisioning, Roles, and Access controls.

Implement Call routing logic, Call recording rules, and Compliance configurations.

Monitor system performance and optimize routing and capacity planning.

Troubleshoot call quality, connectivity, and configuration-related issues.

4. Cloud Engineering

Design and manage cloud-based contact center architecture.

Integrate Five9 with cloud-native services and REST APIs.

Implement secure authentication (OAuth, SSO, SAML) integrations.

Ensure compliance with financial industry security standards (PCI, SOC2, etc.).

Support cloud networking concepts including VPN, firewall rules, and load balancing.

Optimize system performance and scalability in cloud environments.

Preferred / Added Advantage Skills

Google Dialogflow CX / Google Contact Center AI (CES)

Design and deploy conversational IVR/chatbot solutions using Dialogflow CX.

Build intent-based conversational flows and integrate with Five9 IVR.

Implement NLU/NLP capabilities for voice and chat automation.

Integrate Dialogflow with backend APIs and enterprise systems.

Support bot analytics, training, and performance optimization.

Financial Services Domain Experience (Highly Preferred)

Experience working with large banking or financial services clients.

Familiarity with regulatory and compliance requirements (PCI-DSS, GDPR, etc.).

Exposure to secure authentication, fraud detection, and identity verification workflows.

Understanding of high-availability and mission-critical contact center environments.

Experience handling large agent populations and multi-geo deployments.

Required Technical Skills

Five9 VCC (ACD, IVR, Dialer, Reporting)

SIP, VoIP, Telephony concepts

REST APIs and system integrations

Cloud platforms (AWS / GCP / Azure preferred)

CRM integrations (Salesforce or similar)

SQL basics and reporting knowledge

SSO / SAML / OAuth authentication

Soft Skills

Strong analytical and troubleshooting skills

Excellent stakeholder communication

Ability to work in cross-functional global teams

Documentation and design articulation capability

Proactive problem-solving mindset

Nice to Have

Certifications in Five9 / Cloud platforms

Google Cloud / Dialogflow certification

DevOps exposure (CI/CD, automation scripting)

Experience with Workforce Optimization (Verint WFM ) tools