CCaaS Platform Engineer

🔥 2 minutes ago

🐊 Florida – Remote

🐊 Florida – Remote

💵 $100k - $150k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏗️ Platform Engineer

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This company has sponsored H1B visas in the past.

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PrudentRx

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PrudentRx is a company dedicated to helping health plans manage and reduce the rising costs of specialty medications. It provides innovative solutions for self-funded insurers and unions, utilizing pharmacy expertise and analytical techniques to improve specialty healthcare plan spending. With a focus on tailored benefit designs, PrudentRx offers customized programs across health plans, working with pharmacy benefit managers and other stakeholders. The company serves self-funded plans subject to ERISA and non-ERISA plans, as well as coalition and third-party administrator clients. With over 30 years of combined experience, PrudentRx is committed to premium service and optimized savings for both members and plan sponsors.

📋 Description

• Administer and optimize the Five9 CCaaS platform • Monitor system health, voice quality, and call delivery within Five9 to ensure consistent uptime and optimal performance • Maintain routing logic, agent profiles, queues, and flow design using Five9's Agentic AI platform • Monitor and analyze IVA containment, call deflection, customer journey, and self-service completion metrics • Partner with Operations and business stakeholders to identify conversational enhancements and implement IVA updates • Serve as the technical liaison to Contact Center leadership and primary technical point of contact for Five9 • Coordinate with Five9 support, IVA providers, and telecom carriers to resolve incidents and manage escalations • Evaluate, test, and implement new Five9 features, integrations, IVA enhancements, and platform releases • Partner with Application, Integration, Security, and Business teams to ensure data flow integrity, access controls, and compliance with IT policies • Maintain documentation related to platform configuration, IVA design, troubleshooting, and change control

🎯 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 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 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 experience • Solid 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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