Note: The job is a remote job and is open to candidates in USA. SMART IT People is seeking a hands-on Five9 Subject Matter Expert (SME) to ensure the stability and efficiency of client contact center operations. The role involves day-to-day administration of the Five9 platform, optimizing dialer strategies, and collaborating with various teams to enhance agent efficiency and resolve operational issues.
Responsibilities
- 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
- 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
- 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
- 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
- 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
- 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
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
- 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
Company Overview
SMART IT People offers staffing solutions for IT professionals, focusing on contract, contract-to-hire, and permanent positions. It was founded in 2008, and is headquartered in Raleigh, North Carolina, USA, with a workforce of 2-10 employees. Its website is https://www.smart-itpeople.com.