• Administer and configure Five9 (users/roles, skills, queues, routing, IVR, campaigns, recordings, dashboards, and reporting) • Design, build, test, and maintain Five9 IVA experiences leveraging Five9’s hosted Azure OpenAI (prompting, dialog flows, intent/slot handling, containment, and agent escalation) • Partner with Call Center Operations Managers to gather requirements, translate operational needs into routing/IVA changes, and deliver measurable improvements (AHT, containment, CSAT, transfer rate) • Implement and support AWS and Azure integrations related to contact center workflows (REST APIs, event-driven patterns, IAM/identity fundamentals, monitoring/logging) • Build and maintain speech transcription pipelines using AWS Transcribe and Deepgram (batch and/or real-time), including storage, indexing, retrieval, and operational reporting • Troubleshoot and resolve issues across telephony/call flows, IVA behavior, and cloud integrations; lead incident response and root-cause analysis (RCA) • Establish standards for change control and release management (testing, rollback plans, documentation, peer reviews where applicable) • Create runbooks, knowledge articles, and system diagrams; provide enablement to operations teams for day-to-day platform usage • Ensure solutions align with security, privacy, and compliance requirements (PII handling/redaction, retention, encryption, least-privilege access) • Cross train peer group to eliminate single point of knowledge