Description

Configure inbound and outbound call flows, IVRs, ACDs, campaigns, and routing strategies. Developed and maintained integrations between Five9 Cloud Contact Center and enterprise applications using Five9 REST APIs and Web Services. Integrated Five9 with CRM platforms such as Salesforce, Microsoft Dynamics 365, ServiceNow, and custom applications. Automated agent provisioning, user management, campaign configuration, and queue management through Five9 APIs. Built real-time and batch data integrations for call records, agent performance metrics, and contact center analytics. Implemented Single Sign-On (SSO) and authentication mechanisms for secure access to Five9 services. Utilized Five9 APIs for screen pops, click-to-call functionality, and customer interaction workflows. Developed webhooks and API-based event-driven solutions to improve contact center operations. Troubleshot and optimized API integrations, ensuring high availability and performance. Collaborated with business and technical teams to design scalable contact center solutions

Key Skills

Education

Bachelor's degree