Five9 DevOps Engineer

JOB DESCRIPTION

Job Title

DevOps Engineer: Five9

Reports to

Support Manager

Department

Operations

Job Location

United States

Type of position

Full Time

Working Hours

Hours: Rostered based on requirements (45hrs per week)

ROLE PURPOSE

As a Five9 DevOps Engineer, you will assume a pivotal role in the complete lifecycle of Connects (UK and SA) customers' telephony environments. Your responsibilities will encompass intricate tasks such as design, development, implementation, support, maintenance and optimization. This position is at the forefront of our technology support team, requiring a deep understanding of Five9 solutions to ensure seamless communication experiences for our clients

KEY INTERFACES

Service Delivery Managers

Customer Success Managers

Project Managers

Account Managers

Internal Technical Teams

Finance Teams

Customer Stakeholders

Internal Stakeholders, including the Leadership Team

3rd Party Carriers/TPMs

RESPONSIBILITIES:

General:

Maintain and modify existing systems when required.

Participate in project analysis, design, implementations and supporting phases.

Provide support in system and user acceptance testing

Review and recommend improvements to existing system designs.

Schedule engineering meetings to discuss new ideas and issues.

Recommend new technologies to improve system performance and reliability.

Daily / Weekly Health Checks

Respond to reported tickets and support issues within SLA or better.

Collect logs related to customer-affecting issues and investigate the possible root cause.

Resolve support issues through investigation, replication, and troubleshooting.

Participate in internal and customer-facing calls related to support issues.

Interact directly with customers to obtain additional information or to provide status updates or resolutions.

Organize and lead conference calls during customer-affecting service interruptions.

Identify improvements to processes and seek ways to improve customer satisfaction.

Complete basic change requests submitted by customers.

Update the Knowledge Base upon resolution of a support issue to document the solution for future reference.

Ensure Service Level Targets for Case Response times are met.

Participate in a shift and ‘on-call’ rotation as necessary, to provide support coverage outside of standard business hours.

Attend training courses to sustain/enhance product knowledge.

Focused:

Design and Implementation:

Provide technical guidance in planning and executing assigned projects.

Participate in project analysis, design, implementations and supporting phases.

Provide support in system and user acceptance testing

Collaborate with clients to understand their telephony requirements and design Five9-based solutions, emphasizing the integration of DevOps principles.

Lead the implementation of Five9 systems, with a specific focus on DevOps automation and continuous integration.

Support and Maintenance:

Maintain and modify existing systems when required.

Analyze project change / defect requirements and accordingly provide technical and functional recommendations.

Respond to customer queries and concerns in a timely fashion.

Provide ongoing technical support to clients for efficient issue resolution in Five9 telephony systems.

Conduct regular maintenance activities with a applying automation and CI/CD practices to enhance system integrity and performance.

Optimization:

Implement best practices and industry standards within a DevOps framework to improve the overall performance of customer telephony environments.

Security and Compliance:

Enforce security measures to safeguard against unauthorized access and data breaches.

Ensure compliance with industry standards and regulations related to communication systems.

FORMAL EDUCATION AND TRAINING

Bachelor's degree in Information Technology, Telecommunications, or a related field.

Five9 Certifications such as:

Implementation Engineer Bootcamp Part I & 2

Certification in Five9 IVA Studio

KEY SKILLS & EXPERIENCE

Proven experience as an Five9 Implementation engineer.

Software Development Life Cycle experience preferably Agile Scrum

Experience with SIP telephony applications such as Freeswitch, Asterisk, Kamailio and WebRTC is a plus

Experience with Automated testing and CI\CD

Passion for user experience

Experience with Contact Center or Call Center software

Experience with GIT

Experience with any public cloud platform is a plus.

Knowledge of public cloud infrastructures (GCP, AWS, Azure).

Hands-on experience working on core Cloud services – compute, storage, network, virtualization, Identity and Access Management (IAM).

Experience in Contact Centre Technology

ITIL v3 Foundation (ITIL v4 preferred).

Self-motivated team player with excellent interpersonal skills.

Effective under pressure, with the ability to manage and prioritize business priorities.

A tenacious problem solver

Strong communication skills, both verbal and written.

Excellent troubleshooting and problem-solving skills.

Strong communication and interpersonal skills.