The WFO System Engineer will build and manage WFO systems, troubleshoot issues, and collaborate with teams to optimize performance in call center operations.
Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.
Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.
About Five9
Five9 is a leader in cloud-based call center solutions and one of the Bay Area’s fastest-growing companies. Headquartered in San Ramon, CA, Five9 continues to expand globally. We offer a competitive base salary, a full benefits package, and an attractive employee stock purchase plan. Five9 provides a high-energy work environment with significant opportunities for personal and professional growth.
Role Overview
Five9 is seeking an experienced WFO Systems Engineer to join the Technical Operations team. The ideal candidate will have strong systems administration experience, deep expertise in WFO technologies, excellent troubleshooting skills, and strong communication capabilities.Key Responsibilities
Five9 is a leader in cloud-based call center solutions and one of the Bay Area’s fastest-growing companies. Headquartered in San Ramon, CA, Five9 continues to expand globally. We offer a competitive base salary, a full benefits package, and an attractive employee stock purchase plan. Five9 provides a high-energy work environment with significant opportunities for personal and professional growth.
Role Overview
Five9 is seeking an experienced WFO Systems Engineer to join the Technical Operations team. The ideal candidate will have strong systems administration experience, deep expertise in WFO technologies, excellent troubleshooting skills, and strong communication capabilities.Key Responsibilities
- Build, deploy, and configure WFO Verint and Five9 WFO platforms in global data centers.
- Collaborate with Cloud Operations teams to monitor production environments, with a primary focus on WFO instances.
- Serve as the primary point of contact for troubleshooting and resolving WFO-related issues.
- Perform proactive performance management and capacity planning.
- Manage technical projects including build, planning, documentation, and training for WFO systems.
- Complete assigned tickets and tasks in a timely manner.
- Follow change management procedures and participate in scheduled off-hours maintenance windows.
- Participate in on-call rotation.
Required Skills & Experience
- Minimum 4 years of technical experience in Windows and Active Directory system administration.
- Strong experience with WFO, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU, and call center operations.
- Minimum 5 years of experience with Verint software installation, configuration, and administration, preferably in a multi-tenant cloud environment.
- Solid experience with Verint QM/WFM (required).
- Knowledge of Verint Analytics and DPA is highly desirable.
- Experience with AWS/GCP administration and/or cloud certifications is a strong plus.
- Experience with Java Enterprise, related frameworks, and application servers such as Tomcat and JBoss.
- Strong proficiency in MS SQL (2017/2019) including database structure, administration, performance tuning, and scripting.
- Excellent verbal and written communication skills.
- Bachelor’s degree in Computer Science or equivalent experience.
Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.
View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
Top Skills
Acd
Active Directory
AWS
Cti
Dialer
Five9 Wfo
GCP
Ivr/Vru
Java Enterprise
Jboss
Ms Sql
Pbx
Tomcat
Verint
Voip
Wfo
Windows
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