Technical Support Engineer

Responsibilities

• Process and manage MACD (Moves, Adds, Changes, and Deletions) requests through ticketing systems
• Configure and implement changes in contact center environments as per customer requirements
• Validate configurations and ensure successful completion of service requests
• Track request status and ensure adherence to SLAs
• Act as a Product SME during customer discussions, deployment planning, and solution rollout activities
• Configure, integrate, validate, and deploy software components in customer production and non-production environments
• Troubleshoot deployment, configuration, integration, and production issues
• Prepare deployment documents, runbooks, and solution design documents
• Support production migrations, upgrade activities, and post-production stabilization
• Provide customer training and knowledge transfer sessions

Requirements

• Strong understanding of contact center technologies and omnichannel communication platforms
• Experience with contact center solutions (e.g., Cisco UCCE, Amazon Connect, NICE InContact, Twilio, Avaya, Genesys, or Five9)
• Knowledge of contact center components like Dialers, ACD, IVR, CTI, and Campaign Management
• Mandatory hands-on experience in SQL
• Familiarity with REST APIs, JSON, and Postman
• Knowledge of log analysis, monitoring, and production issue troubleshooting
• Strong communication and stakeholder management skills
• Ability to work night shifts and in a work-from-office environment

Preferred Qualifications

• Experience in cloud-based contact center deployments
• Exposure to automation, scripting, or deployment tools

About the Company

Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.