Position Summary:
The Deputy Five9 Administrator will be responsible for the day-to-day management, optimization, and maintenance of the Five9 Cloud Contact Center environment. This role involves technical configuration, data analysis, and providing high-level support to ensure seamless communication operations. As a deputy, you will bridge the gap between technical infrastructure and operational efficiency, using data-driven insights to improve call routing, reporting, and agent performance.
Key Responsibilities
- Platform Administration: Manage Five9 user profiles, skills, campaigns, and IVR (Interactive Voice Response) scripts.
- Database Management: Utilize SQL to query, manage, and audit contact center data for accuracy and performance tracking.
- Technical Troubleshooting: Resolve platform issues, connectivity problems, and integration errors between Five9 and internal CRMs.
- Reporting & Analytics: Design and maintain advanced Excel dashboards and SQL-based reports to monitor KPIs like Productivity, Conversion Rate, AHT.
- Process Optimization: Continuously audit call flows and dialer settings to maximize outbound efficiency and inbound service levels.
Core Requirements & Skills
- Five9 Administration- Hands-on experience with Five9 Administrator Console (VCC).
- Proficiency in managing Inbound/Outbound campaigns, ACG (Agent Campaign Groups), and Disposition settings.
- Understanding of IVR and basic call flow
- SQL (Structured Query Language)- Ability to write complex SELECT queries, joins, and filters to extract raw data from Five9 or internal databases.
- Experience with data cleaning and validating report accuracy via SQL.
- Understanding of relational database schemas to assist in mapping Five9 data to business intelligence tools.
- Advanced Microsoft Excel- Mastery of VLOOKUP/XLOOKUP, Pivot Tables, and complex formulas.
- Experience in Data Visualization: Creating charts and heatmaps that translate technical metrics into digestible business insights.
Preferred Skills
While not required, candidates with the following skills will be given strong preference:
- Python- Familiarity with Python for scripting, data processing, or automating repetitive administrative tasks.
- Experience using Python libraries such as pandas, requests, or openpyxl to manipulate data and interact with APIs.
- Ability to write and maintain Python scripts that integrate with Five9 APIs or internal data pipelines.
- Comfort working in a Python environment (virtual environments, pip, basic debugging).
- Automation- Experience designing or implementing workflow automation to reduce manual overhead in contact center operations.
- Familiarity with automation tools or platforms (e.g., Zapier, Power Automate, or custom scripting solutions).
- Proven ability to identify repetitive tasks and build scalable automated solutions that improve team efficiency.
- Experience automating report generation, data exports, or alerting systems tied to contact center KPIs.
Qualifications
- 5+ years of experience in a Contact Center environment (Technical or Operations).
- Prior experience in a Junior Admin or Super User role within Five9.
- Strong analytical mindset with a focus on precision and detail.