Five9 Administrator

Job Title: Five9 Admin Full time with KR3 Location: Noida About the Role LCF Group is seeking an experienced Five9 Administrator to support and evolve our Contact Center as a Service (CaaS) solution. This role is pivotal in ensuring seamless operations across our production teams, integrating Five9 with Salesforce and other enterprise platforms, and driving innovation in customer engagement. The ideal candidate will have deep expertise in Five9 technologies, contact center operations, and regulatory compliance.

Preferred Qualifications · 3+ years of hands-on experience with Five9 administration in a production environment. · Strong understanding of contact center technologies, operations, and management. · Experience with IVR technologies, campaign management, and workflow automation. · Familiarity with PCI compliance, TCPA regulations, and data privacy standards. · Proficiency in reporting, data analysis, and process documentation. · Experience with D10LC, worksheets, and advanced Five9 features. · Five9 certification is a strong plus. · Excellent problem-solving, communication, and collaboration skills.

Key Responsibilities · Administer, configure, and optimize Five9 dialer technologies, including predictive dialing. · Design, implement, manage, and revamp domains and campaign profiles. · Integrate Five9 with Salesforce and other backend systems. · Build and maintain IVR scripts and workflows. · Set up and manage API connectors between Five9 and external platforms. · Manage outbound/inbound campaigns, user profiles, and list management. · Support SMS, chat, and email features within Five9. · Identify and resolve complex Five9 issues and operational bottlenecks. · Provide Tier 2/3 support for Five9-related incidents and escalations. · Create and maintain custom reports and dashboards. · Analyze call center data to identify trends and opportunities for improvement. · Document process flows and operational diagrams. · Ensure adherence to PCI, TCPA,10DLC and other regulatory standards. · Maintain documentation and audit readiness for compliance reviews. · Work closely with production departments, IT and marketing teams to align Five9 capabilities with business goals.

Avants AI partners with companies to vet candidates with AI-powered interviews and match scoring. Every application in our pipeline is already screened before a human reads it. We consider all qualified applicants without regard to legally protected characteristics.