Five9 DevOps Engineer

JOB DESCRIPTION

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.