Senior Five9 Administrator

At Gifthealth, we're revolutionizing the way people experience healthcare by simplifying the process of managing prescriptions and health services. Our mission is to provide a seamless, personalized, and efficient healthcare experience for all our customers. We're a dynamic, innovative, and customer-centric company dedicated to making a positive impact on people's lives.

Position Summary

We are seeking a Senior Five9 Administrator to own the day-to-day configuration, delivery, and health of Gifthealth’s Five9 contact center platform. This position plays a key role in supporting new client program launches, routing and dialer strategy, and the compliance posture of Gifthealth’s outbound dialing for pharma clients, ensuring alignment with organizational goals, operational excellence, and compliance standards. This role is the primary builder for new client program launches and the first line of response when routing, dialer, or call handling issues surface. The Senior Five9 Administrator translates program business rules from Gifthealth’s pharma clients into working call flows, routing, and dialer strategy on the Five9 platform.

This is a senior, hands-on seat with real ownership. The person in this role is the accountable owner for platform configuration standards, launch readiness across a growing portfolio of client programs, and the compliance posture of Gifthealth’s outbound dialing. This role works directly with pharma client teams and carries production accountability for the contact center that runs Gifthealth’s patient-facing operations.

Build and modify IVR call flows in Five9 Studio for new campaigns, script updates, and hours and holiday changes

Create, adjust, and retire skills and queues as programs shift

Manage agent profiles, roles, and permissions

Configure and tune routing logic (priority, overflow, skill-based) as call patterns change

Set and maintain configuration standards, and review platform changes made by other team members before they reach production

Client program launches and migrations

Lead Five9 setup and configuration for new client program launches

Participate in client discovery sessions to gather program business rules and translate them into routing, flow, and dialer design

Manage domain migrations as the client portfolio grows, consolidating or separating client environments

Plan and execute cutover strategy to minimize disruption to live queues

Design and maintain outbound dialer configuration (predictive, progressive, preview) according to program need

Tune pacing and abandonment rate settings

Manage list and campaign strategy in coordination with workforce management and program leads

Maintain dialer compliance controls, including TCPA calling window restrictions, in a healthcare context

Integrations: operate and monitor

Maintain CTI and CRM integration health with Zendesk, including screen pops, data sync, and disposition mapping

Monitor and troubleshoot the workforce management integration (Assembled)Support CallMiner data pipeline connections

First-line triage on call quality, routing, and agent connectivity issues

Escalation management with Five9 support and professional services

Contribute to root cause analysis after outages or degraded performance, escalating platform and network layer issues to engineering

Change management

Test changes in a non-production environment before promoting to production

Coordinate change windows around peak call volume

Document configuration changes for audit and compliance purposes

Location: Hybrid or remote, with occasional travel to Gifthealth sites.

Schedule: Full-time, with on-call rotation participation.

May require after-hours support and flexibility for escalations during client program go-lives and platform incidents.

Regular meetings with pharma client teams, workforce management, and platform engineering to ensure alignment on program launches and platform standards.

Must be able to work at a computer for extended periods, including configuring platform systems and monitoring live queues

Must be able to participate in an on-call rotation and provide after-hours support during program go-lives and platform incidents

Must be able to communicate effectively with client stakeholders, agents, and internal teams via phone, video, and chat

Must maintain reliable, secure internet connectivity sufficient to access production systems when working remotely