Five9 Platform Administrator & Workforce Analyst

ibex, hiring for one of its client

Position Overview

We are seeking a highly technical Five9 Platform Administrator & Workforce Analyst to support and optimize our contact center technology stack. This hybrid role is critical to ensuring platform stability, performance, and scalability while also providing workforce management insights to support operational efficiency and rapid growth.

The ideal candidate is a Five9 expert with strong system administration, analytics, and reporting capabilities, complemented by hands-on workforce management experience.

Key Responsibilities

Five9 Platform Administration (75%)

System Configuration & Management

• Serve as the primary administrator for the Five9 platform , managing system configuration, users, roles, and permissions.
• Configure and maintain call flows, IVRs, queues, campaigns, and routing strategies .
• Manage and support integrations between Five9 and other business systems (CRM, ticketing platforms, etc.).
• Implement and maintain security controls, access management, and data governance policies .
• Perform regular system health checks and proactive maintenance activities.

Technical Operations & Optimization

• Monitor system performance, identify bottlenecks, and implement optimization strategies.
• Troubleshoot platform issues and coordinate with Five9 support for escalations.
• Manage system upgrades, feature releases, and change management processes.
• Develop and maintain technical documentation, SOPs, and best practices .
• Configure and maintain real-time and historical reporting dashboards .

Data Management & Analytics

• Design and deliver custom reports and analytics aligned with business goals.
• Ensure data accuracy and integrity across all Five9 modules and integrations.
• Build automated reporting processes and KPI dashboards for leadership.
• Manage data exports and API integrations to support BI and analytics use cases.

Workforce Management Support (25%)

Operational Support

• Assist with intraday monitoring of contact center performance and service levels.
• Support schedule optimization and real-time adherence using Five9 WFM tools.
• Partner with operations teams to implement coverage adjustments and staffing optimization.
• Provide actionable WFM insights to improve efficiency and performance.

Reporting & Analysis

• Generate workforce management reports using Five9’s native WFM capabilities .
• Support forecasting and capacity planning initiatives.
• Assist in analyzing agent performance, adherence, and productivity metrics .

Preferred Qualifications

• Five9 certification(s) or equivalent contact center platform certifications.
• Experience with contact center integrations (CRM, ticketing systems, analytics platforms).
• Working knowledge of workforce management principles and tools.
• Familiarity with SQL, APIs , and data visualization tools (Looker preferred; Tableau or Power BI acceptable).
• Prior experience in a fast-growing technology or high-scale contact center environment .