Telephony Admin
Posted 15 Jul 2026
Advertised as “Senior Five9 Telephony Admin”
BranchFactor Summary
The original posting with the fluff stripped out
- Expected experience
- 5+ yrs
- Management level
- Individual contributor
- Employment
- Remote
No salary listed for this role.
Field of studyComputer Science, Engineering, Information Systems, Information Technology (or related)
Study levelBachelor's
Job Purpose/Overview:
The Senior Five9 Telephony Administrator serves as the primary regional technical resource responsible for administering, configuring, supporting, and enhancing the Five9 cloud contact center platform across the JAPAC region. This role partners closely with U.S.-based Information Technology, Contact Center Operations, and business stakeholders to ensure reliable telephony services, operational excellence, system availability, and continuous improvement. The role requires strong technical expertise, excellent English communication skills, and the ability to work independently while supporting global business operations across multiple time zones.
Job Duties & Responsibilities:
- Administer, configure, and maintain the Five9 cloud contact center platform
- Provide day-to-day technical support for end users, including agents, supervisors, and business users
- Build, test, and maintain IVR and IVA call flows using Five9 Studio and related tools
- Configure call routing, skills, queues, agents, campaigns, and reporting within Five9
- Develop and maintain automation, integrations, and custom logic
- Support and troubleshoot Windows-based laptops used by remote agents and staff
- Collaborate with IT, business, and operations teams while also managing tasks independently
- Monitor platform performance, voice quality, and system health to ensure high availability
- Maintain documentation for call flows, configurations, and operational procedures
- Serve as the primary regional subject matter expert for Five9 and telephony-related technologies.
- Recommend improvements to platform architecture, automation, operational processes, and user experience.
- Lead troubleshooting efforts and coordinate with Five9 support and third-party vendors when required.
- Ability to effectively communicate technical concepts to U.S.-based business and technical stakeholders.
Technical Requirements & Qualifications:
- 5+ years of hands-on experience administering the Five9 cloud contact center platform
- Experience designing, building, and maintaining IVR and IVA solutions using Five9 Studio
- Strong understanding of telephony concepts including SIP, call routing, IVR design, voice quality monitoring, contact center reporting, and troubleshooting
- Experience developing automations and integrations using PowerShell, JavaScript (JScript), Power Automate, and Power Apps
- Experience supporting remote call center agents and distributed workforces