Senior Five9 Administrator

Description

About Us

At Gifthealth, we're revolutionizing the way people experience healthcare by simplifying the process of managing prescriptions and health services. Our mission is to provide a seamless, personalized, and efficient healthcare experience for all our customers. We're a dynamic, innovative, and customer-centric company dedicated to making a positive impact on people's lives.

Position Summary

We are seeking a Senior Five9 Administrator to own the day-to-day configuration, delivery, and health of Gifthealth’s Five9 contact center platform. This position plays a key role in supporting new client program launches, routing and dialer strategy, and the compliance posture of Gifthealth’s outbound dialing for pharma clients, ensuring alignment with organizational goals, operational excellence, and compliance standards. This role is the primary builder for new client program launches and the first line of response when routing, dialer, or call handling issues surface. The Senior Five9 Administrator translates program business rules from Gifthealth’s pharma clients into working call flows, routing, and dialer strategy on the Five9 platform.

This is a senior, hands-on seat with real ownership. The person in this role is the accountable owner for platform configuration standards, launch readiness across a growing portfolio of client programs, and the compliance posture of Gifthealth’s outbound dialing. This role works directly with pharma client teams and carries production accountability for the contact center that runs Gifthealth’s patient-facing operations.

Key Responsibilities

Platform configuration and delivery

• Build and modify IVR call flows in Five9 Studio for new campaigns, script updates, and hours and holiday changes
• Create, adjust, and retire skills and queues as programs shift
• Manage agent profiles, roles, and permissions
• Configure and tune routing logic (priority, overflow, skill-based) as call patterns change
• Set and maintain configuration standards, and review platform changes made by other team members before they reach production
• Client program launches and migrations
• Lead Five9 setup and configuration for new client program launches
• Participate in client discovery sessions to gather program business rules and translate them into routing, flow, and dialer design
• Manage domain migrations as the client portfolio grows, consolidating or separating client environments
• Plan and execute cutover strategy to minimize disruption to live queues

Outbound dialer strategy

• Design and maintain outbound dialer configuration (predictive, progressive, preview) according to program need
• Tune pacing and abandonment rate settings
• Manage list and campaign strategy in coordination with workforce management and program leads
• Maintain dialer compliance controls, including TCPA calling window restrictions, in a healthcare context
• Integrations: operate and monitor
• Maintain CTI and CRM integration health with Zendesk, including screen pops, data sync, and disposition mapping
• Monitor and troubleshoot the workforce management integration (Assembled)Support CallMiner data pipeline connections

Incident response

• First-line triage on call quality, routing, and agent connectivity issues
• Escalation management with Five9 support and professional services
• Contribute to root cause analysis after outages or degraded performance, escalating platform and network layer issues to engineering
• Change management
• Test changes in a non-production environment before promoting to production
• Coordinate change windows around peak call volume
• Document configuration changes for audit and compliance purposes

Requirements

Qualifications

• Education: No specific degree required; equivalent combination of education and hands-on contact center or platform administration experience is accepted.
• Licensure/Certification: Five9 Administrator Certification preferred; not required.
• Experience: 8+ years in contact center operations or platform administration, including work in a multi-program environment, with 3+ years hands-on building in a CCaaS platform (Five9 strongly preferred; Genesys, Talkdesk, NICE, or Amazon Connect also considered), including IVR and flow design, skill and queue architecture, and routing logic.

Knowledge, Skills, and Abilities:  

• Demonstrable outbound dialer ownership: pacing, list and campaign management, abandonment rate and calling window compliance
• Working knowledge of workforce management tooling and how it integrates with the telephony platform
• Experience integrating a contact center platform with a CRM or ticketing system
• Ability to gather requirements directly from business or client stakeholders and translate them into platform configuration
• Practical troubleshooting on call quality and agent connectivity: audio problems, jitter, agent desktop and connectivity faults
• Clear documentation habits, including change records suitable for audit
• Preferred: healthcare or other regulated industry contact center experience
• Preferred: multi-client or multi-tenant program environment experience
• Preferred: exposure to APIs, webhooks, or light scripting (Python, JavaScript, PowerShell)

Work Environment

• Location: Hybrid or remote, with occasional travel to Gifthealth sites.
• Schedule: Full-time, with on-call rotation participation.
• May require after-hours support and flexibility for escalations during client program go-lives and platform incidents.
• Regular meetings with pharma client teams, workforce management, and platform engineering to ensure alignment on program launches and platform standards.

Key Essential Functions

• Must be able to work at a computer for extended periods, including configuring platform systems and monitoring live queues
• Must be able to participate in an on-call rotation and provide after-hours support during program go-lives and platform incidents
• Must be able to communicate effectively with client stakeholders, agents, and internal teams via phone, video, and chat
• Must maintain reliable, secure internet connectivity sufficient to access production systems when working remotely