Contact Center Engineer III

Contact Center Engineer III at RxBenefits in Boise, Idaho, United States Job Description RxBenefits is seeking a Contact Center Engineer III to support and enhance our Five9 contact center platform. This role sits within IT and partners closely with Call Center Operations Managers to improve customer and agent experiences through call flow optimization, Five9 IVA development, and reliable cloud integrations. You’ll be hands-on with Five9 administration and configuration, building IVA experiences connected to Five9’s hosted Azure OpenAI platform, and enabling transcription and analytics workflows using AWS Transcribe and Deepgram. Essential Job Responsibilities Include: + Administer and configure Five9 (users/roles, skills, queues, routing, IVR, campaigns, recordings, dashboards, and reporting). + Design, build, test, and maintain Five9 IVA experiences leveraging Five9’s hosted Azure OpenAI (prompting, dialog flows, intent/slot handling, containment, and agent escalation). + Partner with Call Center Operations Managers to gather requirements, translate operational needs into routing/IVA changes, and deliver measurable improvements (AHT, containment, CSAT, transfer rate). + Implement and support AWS and Azure integrations related to contact center workflows (REST APIs, event-driven patterns, IAM/identity fundamentals, monitoring/logging). + Build and maintain speech transcription pipelines using AWS Transcribe and Deepgram (batch and/or real-time), including storage, indexing, retrieval, and operational reporting. + Troubleshoot and resolve issues across telephony/call flows, IVA behavior, and cloud integrations; lead incident response and root-cause analysis (RCA). + Establish standards for change control and release management (testing, rollback plans, documentation, peer reviews where applicable). + Create runbooks, knowledge articles, and system diagrams; provide enablement to operations teams for day-to-day platform usage. + Ensure solutions align with security, privacy, and compliance requirements (PII handling/redaction, retention, encryption, least-privilege access). + Cross train peer group to eliminate single point of knowledge. Required Skills / Experience: + 4-6 years of experience supporting contact center platforms, including hands-on Five9 administration/configuration. + Practical experience building or supporting IVA / conversational AI in a contact center environment. + Experience integrating SaaS and cloud services using REST APIs / JSON; scripting or automation ability (Python, JavaScript, or similar). + Wo To view full details and how to apply, please login or create a Job Seeker account

Created: 2026-03-19