Senior Five9 Engineer

At Beyond Finance, we've made it our mission to help everyday Americans escape the endless cycle of crippling debt and step into a brighter financial future. Through compassionate, individualized care,a culture focused on compliance and ethics, supportive user-centric technology, and customized financial solutions, we've helped over 300,000 clients on their path to a brighter future.

While we're proud of what we've already accomplished, we're searching for new collaborators to help us get to the next level! If you're looking to join a forward-thinking, rapidly growing organization with helping people as its number one goal, we want to hear from you.

 About the Role

We are seeking Sr. Five9 Engineer to support Beyond Finance’s ambitious growth. You will provide strategic, innovative, and cost-effective solutions to increase efficiency, reliability, and integration of our services and operations. You will work daily in a semi-autonomous environment where fast prototyping emerging technologies to solve industry-related problems is the rule.

We’re a Chicago-based company looking for candidates willing to come into our downtown office 2-3 days a week. Enjoy in-person team collaboration, mentorship, and catered lunches — not to mention a free fitness center and relaxation lounge! If you're not Chicago-based, we can offer relocation as well!

What You'll Do

• Develop and deploy voice, chat, e-mail, SMS, Voice Virtual Agent, Digital Virtual Agent, Workflow Automation, Studio solutions for Call Center Technology in Five9.
• Script API calls and work with Salesforce, AWS developers to create API interfaces.
• Be on the leading edge of Contact Center Technologies and innovations.
• Manage Telecommunications: Number portings, SIP trunking, VOIP
• Possess expert hands-on level knowledge and take full ownership of technical solutions programming and its deployments.
• Collect project requirements, prioritize work items, manage, schedule, and work on tight deadlines. Ensure on-time, quality delivery.
• Execute ad hoc tasks and follow best practices of change controls.
• Configurations and programming for the systems as needed.
• Drive VOIP QoS delivery for outbound and Inbound interactions to maximize agent productivity, meeting business KPIs.
• Manage recordings, reporting and other auxiliary call center applications.
• Follow IT deployment methodology and processes.

Tasks

• Provide subject matter expertise in Five9
• Drive for Call Center design, Implementation and Support
• Build Call Flows, advanced level IVRs, skills, permissions, roles, data points, users,, reports in VCC and SCC..
• Firsthand experience building automations: skill management, agents onboarding/offboarding Five9 ESS and WFA.
• Strong work knowledge on APIs, 3rd party app integration including Salesforce.
• Dialer optimization: deep knowledge of Inbound and Outbound (preview, power, progressive) call routing, Ratios, Call Analysys.
• Routing logic expertise on all VCC configurations of Queues, Variables, SSO and IDPs configurations, State Routing Rules, Foreign scripts.
• Real time troubleshooting IVR call flow, telephony, call quality, functionality and usability verification.
• Day-to-day management and L3-4 support including call routing, agent management, automations, and reporting.
• Provide configurations and programming for the system as needed, working with various internal and external technical teams.

Requirements

• Five9 Computer Telephony Integration (CTI), web services API
• Strong APIs knowledge
• Extensive experience with Python, PowerShell or other
• Experience with Five9 connectors.
• Experience with Pre-Packaged CRM Integrations such as Salesforce
• More than 4 years of experience in a Five9 Programmer/Developer Engineering
• Strong Knowledge of out of the box reports for Queues, Agents, Interactions, Campaigns, IVR Scripting, List Reports, Contacts, Do Not Call, Worksheets and custom report creation.
• Five9 Admin Certifications
• Good working Knowledge of BI tools.
• Be able to provide support on evenings and weekends US hours if needed.
• 6+ years of experience in Telecommunications
• Bachelor's degree in engineering or related field
• Analytical ability to understand requirements and own the solutions for A-Z.

Why Join Us?

While you make a difference for others, we’ll work to make a difference for you, providing an uplifting, collaborative work environment and benefits that reflect your value to us. For eligible full-time employees, we offer:

• Considerable employer contributions for health, dental, and vision programs
• Generous PTO, paid holidays, and paid parental leave
• 401(k) matching program
• Merit advancement opportunities
• Career development & training

And finally, our team spirit and culture! We cultivate an environment of community, connection, and belonging across our entire organization.

Beyond Finance does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job positions. No fee will be paid to their parties who submit unsolicited candidates directly to Beyond Finance employees or the Beyond Finance HR team. No placement fee will be paid to any third party unless such a request has been made by the Beyond HR team.