Sr. Integration Developer

Role overview

Responsibilities

• Design, configure, and optimize Five9 call routing, IVR, queues, skills-based routing, and omnichannel experiences; maintain voice, chat, email, and digital engagement configurations.
• Support migrations from legacy contact center platforms such as Cisco into Five9; integrate Five9 with workforce management, CRM, reporting, and enterprise applications.
• Build integrations between Sierra Agent OS digital agents and Five9, Salesforce, SAP and other order systems, and APIs delivered through MuleSoft or similar middleware.
• Support routing to and from AI voice agents, context passing on transfer, live-agent handoff, Salesforce case creation and lookup, and connections to order systems.
• Handle escalations for live digital-agent integration issues, including failed API calls, transfer or context-passing failures, and routing defects; support monitoring, alerting, and root-cause analysis.
• Troubleshoot platform, routing, telephony, and integration issues; translate business requirements into scalable technical solutions with architects and business teams.
• Contribute to governance, documentation, release management, operational readiness, and continuous improvement; mentor team members and promote standards.

Basic requirements

• 7 or more years in contact center engineering, CCaaS administration, telephony engineering, or related customer experience technologies.
• 5 or more years configuring and supporting Five9 or a comparable enterprise contact center platform.
• Experience with IVR, call routing, transfers, agent handoff, omnichannel, queue management, and customer interaction workflows.
• Experience integrating contact center platforms with enterprise applications using REST APIs, web services, webhooks, or middleware such as MuleSoft.
• Production troubleshooting experience with voice, telephony, routing, and platform issues; software delivery lifecycle experience covering testing, deployment, release management, and documentation.
• Strong communication and collaboration skills with technical and non-technical stakeholders.
• Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent education and experience.

Preferred experience

• Preferred: Five9 certifications or advanced administration; workforce management platforms and contact center reporting; large-scale migrations or transformations; and cloud contact center architecture.
• Preferred: AI-enabled customer engagement, virtual agents, call analytics, automation, or integrations with Sierra, Salesforce Agentforce, Google CCAI, Amazon Lex, or similar platforms.
• Preferred: Salesforce Service Cloud, SAP, MuleSoft, or Okta integrations; healthcare, regulated-industry, enterprise security, or compliance experience; mentoring and technical standards.
• Preferred: Genesys Cloud, Cisco Contact Center technologies, SIP, VoIP, or enterprise communications platforms.

Work environment

• Occasional travel may be required for team meetings, planning sessions, or business initiatives.
• The role is primarily remote or office-based and uses computer, communications, and collaboration technologies; requires extended workstation use and virtual meetings.

Compensation

• Base pay range is $99,100–$132,100; additional annual bonus or long-term incentives may be offered.