Five 9 Administrator

Five9 Administrator/Contact Center Support 3 to 6 months contract (Contract to hire possible) Remote (Travel on an as needed basis - once/month) Location preferences Dallas, TX, Madison, WI, Ft. Lauderdale, FL, Portland, OR, Charlotte, NC SMART IT People is seeking a hands-on Five9 Subject Matter Expert (SME) to keep our client's contact center operations stable, optimized, and efficient. Act as the day-to-day platform owner for Five9 (the primary CCaaS platform) for dialer strategy, campaign management, routing/queue configuration, call analysis (AMD/voicemail detection), reporting/insights, and integration support. Partner with Contact Center Ops leaders, supervisors, marketing/lead teams, and IT to diagnose issues, implement best practices, and continuously improve contactability and agent efficiency. Required skills • 4+ years in contact center technology/operations support with 2+ years hands-on Five9 administration in a production environment. • Strong understanding of outbound dialing concepts dialing modes, pacing, retries, list management, dispositions, compliance constraints. • Experience tuning/validating AMD/voicemail detection and addressing contactability issues. • Experience supporting CCaaS integrations (APIs/data mapping/troubleshooting), with the ability to isolate Five9-side vs upstream system issues. • Strong troubleshooting/RCA skills, documentation discipline, and stakeholder communication. Preferred skills • Five9 training/certification background (e.g., admin training/assessments). • Experience with high-volume outbound environments and multi-site/multi-queue operations. • Familiarity with call quality troubleshooting across VoIP/carriers and escalation management. • Experience implementing governance change control, runbooks, testing/UAT, and auditability. Job description Success in this position will be resolving the following issues • Reduced dead air and improved dialing consistency. • Higher connect/contact rate through better dialer strategy, campaign hygiene, and AMD tuning. • Faster mean-time-to-detect (MTTD) and mean-time-to-resolve (MTTR) for Five9 incidents. • Stable configuration with clear change logs, standards, and repeatable processes. Key responsibilities 1) Five 9 platform ownership (BAU + stability) • Own day-to-day Five9 administration users/roles, skills, agent states, queues, routing rules, campaign readiness, and operational changes. • Run a structured support intake → triage → fix → validate → document workflow with clear SLAs. • Maintain strong governance configuration standards, change control, release notes, and rollback plans. 2) Dialer strategy and campaign performance optimization • Design, maintain, and tune outbound and autodial campaigns, including dialing modes and rules (predictive/progressive/power/preview as applicable). • Optimize pacing, retries, throttling, time-zone compliance, calling windows, list hygiene, and disposition strategy. • Analyze and improve core contactability metrics connect rate/contact rate, abandon rate, average handle time impacts, and agent occupancy. 3) Call Analysis/AMD & voicemail detection tuning • Configure and tune Five9 Call Analysis settings (answering machine detection / voicemail handling) to reduce false voicemail detections and missed live answers. • Create a validation approach (sampling methodology, before/after measurement, error categorization) to continuously improve accuracy. 4) Integration support (CRM Five9) from the Five 9 side • Support integration troubleshooting and performance analysis field mapping/required fields, eligibility rules, latency issues impacting speed-to-lead, and error handling. • Partner with CRM owners/IT to resolve issues and implement operational controls (monitoring, alerts, retry/exception handling). • Support CTI/screen-pop behavior and agent desktop experience where applicable. 5) Operational issue triage + root cause analysis (RCA) • Own investigation and mitigation for recurring issues impacting customer/agent experience • Dead air, dropped calls, ring-no-missed-call scenarios • Audio quality degradation and call quality patterns • Unexpected wait/hold time drivers tied to routing/queue/state behavior • Work with Five9 support/TAM and telecom partners as needed to drive timely resolution. 6) Reporting, monitoring and continuous improvement • Build and maintain KPI dashboards and weekly operational readouts (trend analysis + root cause hypotheses + actions). • Establish proactive monitoring/alerts for critical regressions. • Create runbooks and train Ops/Supervisors/Admin backups for consistent execution.