Five 9 Administrator

Five9 Administrator/Contact Center Support 3 to 6 months contract (Contract to hire possible) Remote (Travel on an as needed basis - once/month) Location preferences: Dallas, TX, Madison, WI, Ft. Lauderdale, FL, Portland, OR, Charlotte, NC SMART IT People is seeking a hands-on Five9 Subject Matter Expert (SME) to keep our client's contact center operations stable, optimized, and efficient. Act as the day-to-day platform owner for Five9 (the primary CCaaS platform) for dialer strategy, campaign management, routing/queue configuration, call analysis (AMD/voicemail detection), reporting/insights, and integration support. Partner with Contact Center Ops leaders, supervisors, marketing/lead teams, and IT to diagnose issues, implement best practices, and continuously improve contactability and agent efficiency. Required skills:

• 4+ years in contact center technology/operations support with 2+ years hands-on Five9 administration in a production environment.
• Strong understanding of outbound dialing concepts: dialing modes, pacing, retries, list management, dispositions, compliance constraints.
• Experience tuning/validating AMD/voicemail detection and addressing contactability issues.
• Experience supporting CCaaS integrations (APIs/data mapping/troubleshooting), with the ability to isolate Five9-side vs upstream system issues.
• Strong troubleshooting/RCA skills, documentation discipline, and stakeholder communication.

Preferred skills:

• Five9 training/certification background (e.g., admin training/assessments).
• Experience with high-volume outbound environments and multi-site/multi-queue operations.
• Familiarity with call quality troubleshooting across VoIP/carriers and escalation management.
• Experience implementing governance: change control, runbooks, testing/UAT, and auditability.

Job description: Success in this position will be resolving the following issues:

• Reduced dead air and improved dialing consistency.
• Higher connect/contact rate through better dialer strategy, campaign hygiene, and AMD tuning.
• Faster mean-time-to-detect (MTTD) and mean-time-to-resolve (MTTR) for Five9 incidents.
• Stable configuration with clear change logs, standards, and repeatable processes.

Key responsibilities: 1) Five 9 platform ownership (BAU + stability)

• Own day-to-day Five9 administration: users/roles, skills, agent states, queues, routing rules, campaign readiness, and operational changes.
• Run a structured support intake → triage → fix → validate → document workflow with clear SLAs.
• Maintain strong governance: configuration standards, change control, release notes, and rollback plans.

2) Dialer strategy and campaign performance optimization

• Design, maintain, and tune outbound and autodial campaigns, including dialing modes and rules (predictive/progressive/power/preview as applicable).
• Optimize pacing, retries, throttling, time-zone compliance, calling windows, list hygiene, and disposition strategy.
• Analyze and improve core contactability metrics: connect rate/contact rate, abandon rate, average handle time impacts, and agent occupancy.

3) Call Analysis/AMD & voicemail detection tuning

• Configure and tune Five9 Call Analysis settings (answering machine detection / voicemail handling) to reduce false voicemail detections and missed live answers.
• Create a validation approach (sampling methodology, before/after measurement, error categorization) to continuously improve accuracy.

4) Integration support (CRM Five9) from the Five 9 side

• Support integration troubleshooting and performance analysis: field mapping/required fields, eligibility rules, latency issues impacting speed-to-lead, and error handling.
• Partner with CRM owners/IT to resolve issues and implement operational controls (monitoring, alerts, retry/exception handling).
• Support CTI/screen-pop behavior and agent desktop experience where applicable.

5) Operational issue triage + root cause analysis (RCA)

• Own investigation and mitigation for recurring issues impacting customer/agent experience:
• Dead air, dropped calls, ring-no-missed-call scenarios
• Audio quality degradation and call quality patterns
• Unexpected wait/hold time drivers tied to routing/queue/state behavior
• Work with Five9 support/TAM and telecom partners as needed to drive timely resolution.

6) Reporting, monitoring and continuous improvement

• Build and maintain KPI dashboards and weekly operational readouts (trend analysis + root cause hypotheses + actions).
• Establish proactive monitoring/alerts for critical regressions.
• Create runbooks and train Ops/Supervisors/Admin backups for consistent execution.

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