[Hiring] Sr WFO System Engineer @Five9

Role Description

Five9 is seeking an experienced WFO Systems Engineer to join the Technical Operations team. The ideal candidate will have strong systems administration experience, deep expertise in WFO technologies, excellent troubleshooting skills, and strong communication capabilities.

• Build, deploy, and configure WFO Verint and Five9 WFO platforms in global data centers.
• Collaborate with Cloud Operations teams to monitor production environments, with a primary focus on WFO instances.
• Serve as the primary point of contact for troubleshooting and resolving WFO-related issues.
• Perform proactive performance management and capacity planning.
• Manage technical projects including build, planning, documentation, and training for WFO systems.
• Complete assigned tickets and tasks in a timely manner.
• Follow change management procedures and participate in scheduled off-hours maintenance windows.
• Participate in on-call rotation.

Qualifications

• Bachelor’s degree in Computer Science or equivalent experience.
• Minimum 4 years of technical experience in Windows and Active Directory system administration.
• Strong experience with WFO, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU, and call center operations.
• Minimum 5 years of experience with Verint software installation, configuration, and administration, preferably in a multi-tenant cloud environment.
• Solid experience with Verint QM/WFM (required).
• Knowledge of Verint Analytics and DPA is highly desirable.
• Experience with AWS/GCP administration and/or cloud certifications is a strong plus.
• Experience with Java Enterprise, related frameworks, and application servers such as Tomcat and JBoss.
• Strong proficiency in MS SQL (2017/2019) including database structure, administration, performance tuning, and scripting.
• Excellent verbal and written communication skills.

Company Description

Five9 is a leader in cloud-based call center solutions and one of the Bay Area’s fastest-growing companies. Headquartered in San Ramon, CA, Five9 continues to expand globally. We offer a competitive base salary, a full benefits package, and an attractive employee stock purchase plan. Five9 provides a high-energy work environment with significant opportunities for personal and professional growth.