Contact Center Solutions & Operations Specialist II (Level 2) Remote - Must Reside in NM, TX, AZ only

Description

Employment Type: Full-Time, 3–6 Month Contract (Potential for Long-Term Employment)

Full-Time, 3-6 Month Contract (Potential for Long-Term Employment)

We're looking for a Contact Center Solutions & Operations Specialist II to join our team and take ownership of the day-to-day administration, configuration, and optimization of our cloud-based contact center platforms — with a strong focus on Five9 CCaaS technologies. In this role, you'll be the go-to technical resource for platform operations and troubleshooting, working closely with business stakeholders, IT teams, and vendors to deliver reliable, high-quality customer experiences.

You'll support the full breadth of our contact center technology stack — voice, IVR, omnichannel communications, routing strategies, reporting, and system integrations — while contributing to platform implementations, upgrades, user training, and continuous improvement initiatives.

Platform Administration

• Administer and support Five9 cloud contact center environments
• Configure and maintain users, campaigns, queues, skills, dispositions, and security profiles
• Implement and maintain call routing strategies, dial plans, and ACD configurations
• Configure and maintain IVR call flows and call treatment logic
• Support voice, SMS, chat, and other omnichannel communication channels

Technical Support & Operations

• Serve as the primary Level 2 support resource for contact center platform issues
• Troubleshoot SIP, VoIP, telephony, routing, voice quality, and application issues
• Monitor platform availability, performance, and service health
• Escalate complex infrastructure or application issues to senior engineers or vendors as appropriate
• Document incidents, root cause analysis, and corrective actions

Project Support

• Participate in contact center implementations, migrations, and technology upgrades
• Assist with solution design, testing, User Acceptance Testing (UAT), and production deployments
• Coordinate system changes with business users and technical teams
• Maintain system documentation, configuration standards, and operating procedures

Reporting & Analytics

• Develop and maintain operational reports, dashboards, and key performance indicators
• Analyze contact center performance data to identify operational improvements
• Support workforce optimization and business performance initiatives through reporting and analytics

Training & Collaboration

• Train supervisors, administrators, and end users on contact center applications and best practices
• Create and maintain knowledge articles, user guides, and training documentation
• Collaborate with IT, network engineering, telecom providers, vendors, and business stakeholders to resolve technical issues and support new initiatives