Job Description
client in the Nashville area is seeking a Five9 Engineer to join their team remotely on a 3-month contract. This individual will support a large-scale contact center optimization initiative focused on reducing technical debt, streamlining IVR architecture, and improving overall platform performance.
The engineer will be responsible for reviewing and rationalizing approximately 108 IVRs, including eliminating outdated test environments, validating active workflows, and rebuilding IVRs where necessary. Additional responsibilities include supporting web domain cleanup efforts, system upgrades, and platform enhancements.
This role will also partner closely with teams supporting Quality Assurance, Workforce Management (WFM), Coaching, and Conversation Intelligence initiatives. Experience or familiarity with tools such as Observe.AI, Cresta, and LevelAI is highly desirable, as these platforms play a key role in the client's broader contact center strategy.
The ideal candidate is a self-starter who can quickly assess complex environments, drive improvements with minimal oversight, and communicate effectively with both technical teams and business stakeholders.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
2+ years of hands-on Five9 engineering/development experience, including IVR design, configuration, and optimization
Experience rebuilding, validating, and maintaining IVR workflows
Ability to work independently in a fast-paced environment while collaborating with technical and business stakeholders
Strong written and verbal communication skills
Exposure to contact center platforms and integrations supporting Quality Assurance, Workforce Management (WFM), and coaching initiatives
Nice to Have Skills & Experience
Experience with Five9 campaign management
Experience with release management and production deployments
Experience supporting or integrating contact center intelligence platforms such as Observe.AI, Cresta, or LevelAI
Familiarity with conversation intelligence, speech analytics, and agent coaching solutions
Bachelor's Degree
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.