Sr. Telecommunication Engineer

Sr. Telecommunication Engineer

Job Title: Sr. Telecommunication Engineer
Experience Level: 4–7 Years
Number of Positions: 1
Expected Joining Time: Immediate to 30 Days
Work Schedule: 24×7 Support including US Business Hours and Weekends

Roles and Responsibilities

  • Administer, configure, and maintain the Five9 contact center platform, including IVA, IVR, and ACD systems.
  • Manage and administer Microsoft Teams Phone, including call routing, user provisioning, and licensing.
  • Evaluate and recommend usage between Microsoft Teams Phone and Five9 based on business and technical needs.
  • Perform deep-dive troubleshooting across carriers, SIP configurations, Five9, Teams Phone, desktops, and integrations.
  • Monitor call metrics and assist in creating custom reports for business insights.
  • Design and implement REST API integrations between Five9, Salesforce, Pindrop, and other enterprise applications.
  • Manage and configure Lumen Voice Complete services, including SIP trunking and voice features.
  • Stay updated on Five9 and Microsoft Teams Phone enhancements and communicate relevant updates.
  • Train and mentor Tier 1 and Tier 2 support engineers.
  • Support Telecom Expense Management (TEM), including budgeting and cost optimization.
  • Collaborate with management for accurate telecom expense tracking and reporting.
  • Maintain technical documentation, including knowledge base and troubleshooting guides.
  • Ensure compliance with security protocols for telecom environments.
  • Participate in an on-call rotation for 24×7 production support and escalation handling.

Candidate Profile

  • Bachelor’s degree in Computer Science, Telecommunications, or a related field, or equivalent practical experience.
  • Minimum 3 years’ experience administering Five9 contact center solutions, including IVA and IVR.
  • At least 1 year of experience managing Microsoft Teams Phone.
  • Strong troubleshooting skills across SIP, Five9, Teams Phone, and user devices.
  • Proven ability to analyze call center metrics and create performance reports.
  • Experience integrating Five9 with Salesforce, Pindrop, or Microsoft Teams Phone.
  • Hands-on experience with Lumen Voice Complete services and SIP trunking.
  • Relevant certifications in Five9, Microsoft Teams, VoIP, or cloud contact centers are preferred.
  • Familiarity with automation tools and focus on process efficiency.

Skill Set Requirements

  • Five9 administration – Experience with IVR, ACD, IVA, and Workforce Management is a must.
  • Microsoft Teams Phone administration – Proficient in licensing, call flows, and system integration.
  • Platform decision-making – Ability to make informed decisions between Teams Phone and Five9 based on technical and business needs.
  • Advanced troubleshooting – Skilled in diagnosing and resolving issues across carriers, SIP, Five9, Teams Phone, and desktop environments.
  • JavaScript and integration skills – Proficiency in Five9 Agent Scripting, REST API integration, and UI customization using HTML/CSS.
  • SQL and data analysis – Capable of analyzing call center data using SQL and tools such as Power BI.
  • ITSM tools – Experience using ServiceNow or similar IT service management platforms.
  • Security knowledge – Understanding of IT security principles in cloud-based contact center environments.
  • Availability – Willingness and ability to support US business hours, weekends, and provide 24×7 production support.