Senior Five9 Telephony Admin

Job Purpose/Overview:

The Senior Five9 Telephony Administrator serves as the primary regional technical resource responsible for administering, configuring, supporting, and enhancing the Five9 cloud contact center platform across the JAPAC region. This role partners closely with U.S.-based Information Technology, Contact Center Operations, and business stakeholders to ensure reliable telephony services, operational excellence, system availability, and continuous improvement. The role requires strong technical expertise, excellent English communication skills, and the ability to work independently while supporting global business operations across multiple time zones.

Job Duties & Responsibilities:

• Administer, configure, and maintain the Five9 cloud contact center platform
• Provide day-to-day technical support for end users, including agents, supervisors, and business users
• Build, test, and maintain IVR and IVA call flows using Five9 Studio and related tools
• Configure call routing, skills, queues, agents, campaigns, and reporting within Five9
• Develop and maintain automation, integrations, and custom logic
• Support and troubleshoot Windows-based laptops used by remote agents and staff
• Collaborate with IT, business, and operations teams while also managing tasks independently
• Monitor platform performance, voice quality, and system health to ensure high availability
• Maintain documentation for call flows, configurations, and operational procedures
• Serve as the primary regional subject matter expert for Five9 and telephony-related technologies.
• Recommend improvements to platform architecture, automation, operational processes, and user experience.
• Lead troubleshooting efforts and coordinate with Five9 support and third-party vendors when required.
• Ability to effectively communicate technical concepts to U.S.-based business and technical stakeholders.

Technical Requirements & Qualifications:

• 5+ years of hands-on experience administering the Five9 cloud contact center platform
• Experience designing, building, and maintaining IVR and IVA solutions using Five9 Studio
• Strong understanding of telephony concepts including SIP, call routing, IVR design, voice quality monitoring, contact center reporting, and troubleshooting
• Experience developing automations and integrations using PowerShell, JavaScript (JScript), Power Automate, and Power Apps
• Experience supporting remote call center agents and distributed workforces
• Strong troubleshooting skills across cloud telephony, networking, endpoint devices, and contact center technologies
• Experience working with Five9 support and third-party vendors to resolve technical issues

Requirements & Qualifications:

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, or a related field, or an equivalent combination of education and relevant work experience.
• Excellent verbal and written English communication skills, including the ability to communicate clearly and professionally with healthcare professionals, patients, caregivers, and consumers.
• Proficiency using Microsoft Office applications, web-based systems, and data entry platforms.
• Experience supporting global or geographically dispersed teams
• Demonstrated ability to work independently as the primary regional technical resource
• Proven ability to prioritize competing demands and make sound technical decisions with minimal supervision
• Strong sense of ownership and accountability for operational stability and service delivery.
• Methodical and organized in approach to tasks
• Able to maintain consistency and quality through process discipline
• Critical thinking and creative problem-solving abilities
• Flexibility to adapt to shifting priorities in a dynamic training environment
• Adhere to all company policies, Standard Operating Procedures (SOPs), information security requirements, and applicable regulatory requirements.
• Ability and willingness to work schedules that support U.S. business operations, including evenings, overnight shifts, weekends, and holidays, as required.

Preferred Qualifications:

• Five9 certifications
• Experience integrating Five9 with Microsoft 365, Salesforce, Veeva, or other CRM platforms
• Experience with APIs and system integrations
• Experience supporting global contact center operations

Leadership Responsibilities

• Understands how own contribution contributes to results
• Understands what the organization delivers and our position within a global context
• Builds a network of useful contacts to help get things done more efficiently
• Is proactive and anticipatory with solutions to problems in the business
• Seeks to stretch own capability, willing to operate outside of comfort zone

Physical Requirements:

• Ability to lift, carry and otherwise move up to 25 pounds
• Ability to sit, stand or walk for various lengths of time throughout the day
• Ability to communicate effectively with clients and co-workers
• Ability to proficiently operate computer hardware and software on a daily basis
• Ability to effectively operate computers, telephony systems, standard office equipment, and business applications.
• Ability to work remotely in a secure work environment and, where required, travel for business purposes.

Job Levels:

• N/A or Not Listed

Our Leadership Commitments:

The Commitments are promises that our senior leaders are making about how we will behave; how we will interact with the people around us, and the kind of culture we want to work together to create:

Equal Employment Opportunity

Inizio Engage is committed to providing equal employment opportunities to all applicants and employees. Employment decisions are based on qualifications, merit, business needs, and job requirements. We are committed to maintaining a workplace free from unlawful discrimination, harassment, and retaliation in accordance with applicable laws in the Philippines and other applicable jurisdictions.

Workplace Accommodation

Inizio Engage is committed to providing reasonable accommodation to qualified applicants and employees with disabilities in accordance with applicable laws in the Philippines and company policy. Accommodation requests will be considered on a case-by-case basis.