On behalf of our public sector client, Affinity is seeking a Senior Voice Engineer to manage enterprise-level CCaaS contact center cloud solutions, with expertise in deploying AI-based call handlers and voice systems. Responsible for leading the administration, support, maintenance, and optimization of voice systems across contact centers and back-office operations. Responsibilities
Five9 Cloud CCaaS: Managing and supporting cloud-based contact center solutions provided by Five9. Five9 System Integration: Overseeing the integration of Five9 systems with existing infrastructure and applications. Onsite Monitoring and Support: Providing real-time monitoring and hands-on support for voice systems to ensure optimal performance and rapid issue resolution. Voice and DID Management: Administering voice resources, including Direct Inward Dialing (DID) numbers, to maintain seamless communication capabilities. IVR / Attendant / Call Flow Design and Optimization: Handli...