Ccaas Platform Engineer

PrudentRXTampa, FL

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Overview

Schedule

Full-time

Career level

Senior-level

Remote

Benefits

Health Insurance

Dental Insurance

Disability Insurance

Job Description

The CCaaS Platform Engineer is responsible for the technical ownership, administration, performance, and continuous optimization of Prudent Rx's Contact Center as a Service (CCaaS) platform and Intelligent Virtual Agent (IVA) solutions, built on Five9. This role ensures a reliable, high-quality contact center experience by maintaining call flows, IVRs, routing logic, conversational AI experiences, and integrations across systems such as CRM, WFM, and QA tools.

This position works closely with Contact Center leadership, Infrastructure, and Application teams to troubleshoot issues, implement platform enhancements, optimize self-service performance, and manage the Five9 vendor relationship. The ideal candidate blends strong technical skills with operational understanding of contact center environments and a focus on improving member experience through automation and self-service solutions.

Key Responsibilities

Administer and optimize the Five9 CCaaS platform

Monitor system health, voice quality, and call delivery within Five9 to ensure consistent uptime and optimal performance.

Own routing, queues, and IVR configuration

Maintain routing logic, agent profiles, queues, and flow design using Five9's Agentic AI platform to align with business operations and customer experience objectives.

Own IVA performance and self-service optimization

Monitor and analyze IVA containment, call deflection, customer journey, and self-service completion metrics within Five9's Intelligent Virtual Agent tools. Partner with Operations and business stakeholders to identify opportunities for conversational enhancements, implement IVA updates, improve member experience, and increase automation effectiveness while reducing unnecessary live-agent contacts.

Manage Five9 vendor relationship and escalations

Serve as the technical liaison to Contact Center leadership and the primary technical point of contact for Five9, coordinating with Five9 support, IVA providers, and telecom carriers to resolve incidents, manage escalations, and ensure service-level compliance.

Lead platform change management and enhancements

Evaluate, test, and implement new Five9 features, integrations, IVA enhancements, and platform releases in coordination with Infrastructure and Operations teams. Partner with Application, Integration, Security, and Business teams to ensure data flow integrity, access controls, and compliance with IT policies, and maintain documentation related to platform configuration, IVA design, troubleshooting, and change control.

Required Qualifications

3 to 5 years of experience supporting or administering Contact Center or Voice Platforms, including hands-on Five9 experience within the last 2 to 3 years (required)Strong understanding of call routing, IVR design, ACD queues, and agent management

Familiarity with telecom fundamentals (SIP, QoS, codecs, latency troubleshooting)Experience collaborating with operations leaders to translate business needs into technical configurations

Demonstrated ability to work across teams to resolve complex voice quality or platform integration issuesExperience supporting, configuring, or optimizing IVA (Intelligent Virtual Agent), conversational AI, or self-service automation platforms, including analysis of customer interactions and implementation of enhancements to improve containment, call deflection, and overall member experience

Solid documentation, testing, and change management skills

Preferred Qualifications

Experience with additional CCaaS platforms (Genesys Cloud CX, NICE CXone, Talkdesk, Amazon Connect, or similar) a plus

Five9 certification(s) or formal Five9 platform trainingExperience integrating Five9 with CRM systems (Salesforce preferred)

Knowledge of Five9 WFM, QM/QA, and analytics/reporting tools, or comparable third-party tools commonly used in contact centersExperience with conversational design, intent tuning, IVA workflow optimization, and self-service strategy within a contact center environment

Familiarity with analytics and reporting used to measure IVA performance, containment, call deflection, customer effort, and member satisfactionFamiliarity with ITIL processes (incident, change, and problem management)

Basic understanding of network infrastructure supporting voice (LAN/WAN, VPN, SBCs)Prior experience working in a regulated or compliance-driven environment (SOC 2, HIPAA, HITRUST, etc.)

Core Competencies

Technical Ownership Mindset

Takes initiative to resolve issues end-to-end and assumes accountability for platform stability and performance.

Cross-Functional Collaboration

Effectively communicates and partners across IT, Operations, vendors, and business teams.

Analytical Problem Solving

Quickly isolates, diagnoses, and resolves routing, voice quality, integration, or self-service performance issues.

Process Discipline

Maintains thorough documentation and follows structured testing, change management, and governance processes.

Customer Focus

Ensures technology decisions improve agent efficiency, customer outcomes, and overall service quality.

Customer Journey Optimization

Uses data, customer feedback, and platform analytics to continuously improve self-service experiences, increase automation adoption, and enhance the overall member experience.

Success Metrics

Five9 platform uptime and stabilityMean time to resolution (MTTR) for call, routing, and platform issues

Successful implementation of platform changes without service disruptionFive9 vendor SLA adherence and relationship health

Positive feedback from Contact Center leadership and IT partnersIVA containment rate and successful self-service completion rate

Call deflection rate from IVA to live-agent support channelsReduction in avoidable transfers and escalations from IVA interactions

Improvement in member satisfaction related to self-service experiencesSuccessful deployment of IVA enhancements that improve automation effectiveness and customer outcomes

Identification and resolution of IVA performance gaps through ongoing analysis, testing, monitoring, and optimization

Requirements

3 to 5 years of experience supporting or administering Contact Center or Voice Platforms, including hands-on Five9 experience within the last 2 to 3 years (required)

Strong understanding of call routing, IVR design, ACD queues, and agent managementFamiliarity with telecom fundamentals (SIP, QoS, codecs, latency troubleshooting)

Experience collaborating with operations leaders to translate business needs into technical configurationsDemonstrated ability to work across teams to resolve complex voice quality or platform integration issues

Experience supporting, configuring, or optimizing IVA (Intelligent Virtual Agent), conversational AI, or self-service automation platforms, including analysis of customer interactions and implementation of enhancements to improve containment, call deflection, and overall member experienceSolid documentation, testing, and change management skills

Benefits

Fully remote, 100% Virtual Work from Home company

Company sponsored health, dental, life, long term disability and other insurance benefits

401k company match with immediate vesting

Competitive Paid Time Off

Paid Parental Leave

Tuition Reimbursement

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FAQs About Ccaas Platform Engineer Jobs at PrudentRX

What is the work location for this position at PrudentRX?

This job at PrudentRX is located in Tampa, FL, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.

What pay range can candidates expect for this role at PrudentRX?

Employer has not shared pay details for this role.

What employment applies to this position at PrudentRX?

PrudentRX lists this role as a Full-time position.

What experience level is required for this role at PrudentRX?

PrudentRX is looking for a candidate with "Senior-level" experience level.

Does PrudentRX allow remote work for this role?

Yes, this position at PrudentRX supports remote work, giving candidates the flexibility to work outside the primary office location.

What benefits are offered by PrudentRX for this role?

PrudentRX offers following benefits: Health Insurance, Dental Insurance, Disability Insurance, Life Insurance, Paid Vacation, Parental and Family Leave, 401k Matching/Retirement Savings, Tuition/Education Assistance, and Health & Wellness Programs for this position. Actual benefits may vary depending on the employer's policies and employment terms.

What is the process to apply for this position at PrudentRX?

You can apply for this role at PrudentRX either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.