At Beyond Finance, we've made it our mission to help everyday Americans escape the endless cycle of crippling debt and step into a brighter financial future. Through compassionate, individualized care,
a culture focused on compliance and ethics, supportive user-centric technology, and customized financial solutions, we've helped over 300,000 clients on their path to a brighter future.While we're proud of what we've already accomplished, we're searching for new collaborators to help us get to the next level! If you're looking to join a forward-thinking, rapidly growing organization with helping people as its number one goal, we want to hear from you.
About the Role
We are seeking a Senior Five9 Engineer to support Beyond Finance’s ambitious growth. You will provide strategic, innovative, and cost-effective solutions to increase efficiency, reliability, and integration of our services and operations. You will work daily in a semi-autonomous environment where fast prototyping emerging technologies to solve industry-related problems is the rule.
What You'll Do
- Develop and deploy cloud bases voice and digital channels: chat, e-mail, SMS, Virtual Agent, Digital Workflow Automations, Studio solutions for Call Center Technology in Five9.
- Script API calls and work with Salesforce, AWS developers to create API interfaces.
- Be on the leading edge of Contact Center Technologies and innovations.
- Manage Telecommunications: Numbers Management , SIP trunking, virtual SBCs, LD Carriers Management, VOIP telephony, Dialer management and integrations.
- Take full ownership of technical solutions programming deployments and Level 3/4 support.
- Collect project requirements, prioritize work items, manage, schedule, and work on tight deadlines. Ensure on-time, quality of delivery and customer satisfaction.
- Execute ad hoc tasks and follow best practices of change controls.
- Own configurations and programming for the systems as needed, ensuring systems scalability and reliability.
- Drive VOIP QoS delivery for outbound and Inbound interactions to maximize agent productivity, meeting business KPIs and objectives.
- Manage recordings, reporting and other auxiliary call center applications.
- Follow IT deployment methodology and processes.
- Drive for Call Center design, Implementation and Support.
- Build Call Flows, advanced level IVRs, skills, permissions, roles, data points, users, workflows, reports.
- Firsthand experience building automations: skill management, agents onboarding/off-boarding, Five9 ESS and WFA, WFM.
- Dialer optimization: deep knowledge of Inbound and Outbound (preview, power, progressive) call routing, Ratios, Call Analysis.
- Routing logic expertise on all VCC configurations of Queues, Variables, SSO and IDPs configurations, State Routing Rules, Foreign Scripts, Workflows.
- Real time troubleshooting IVR call flow, telephony, call quality, functionality and usability verification.
- Day-to-day management and L3-4 support including call routing, agent management, automations, scripting, reporting and documenting knowledge articles.
- Provide configurations and programming for the system as needed, working with various internal and external technical teams.
What we Look For
- Five9 Computer Telephony Integration (CTI), web services API.
- Strong working knowledge with APIs, 3rd party app integration including Salesforce.
- Extensive experience with Python, PowerShell, Java or other scripting languages.
- Experience with Five9 connectors.
- Experience with Pre-Packaged CRM Integrations.
- More than 4 years of experience as SME: Five9 Programmer/Developer Engineering Role or TAM.
- Strong Knowledge with out of the box reports for Queues, Agents, Interactions, Campaigns, IVR Scripting, List Reports, Contacts, Do Not Call, Worksheets and custom report creation.
- Five9 Admin Certifications.
- Good working Knowledge of BI tools.
- Hands on Experience with Calabrio One WFM.
- Be able to be on call and provide after-hours support: US hours.
- 6+ years of experience in Telecommunications.
- Bachelor's degree or equivalent years of experience.
- Analytical ability to understand requirements and own the solutions for A-Z.
- Be able to travel to HQ in Chicago quarterly or as needed.
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Why Join Us?
While you make a difference for others, we’ll work to make a difference for you, providing an uplifting, collaborative work environment and benefits that reflect your value to us. For eligible full-time employees, we offer:
- Considerable employer contributions for health, dental, and vision programs
- Generous PTO, paid holidays, and paid parental leave
- 401(k) matching program
- Merit advancement opportunities
- Career development & training
And finally, our team spirit and culture! We cultivate an environment of community, connection, and belonging across our entire organization.Beyond Finance does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job positions. No fee will be paid to their parties who submit unsolicited candidates directly to Beyond Finance employees or the Beyond Finance HR team. No placement fee will be paid to any third party unless such a request has been made by the Beyond HR team.
