Job Description Insight Global is looking for a Sr. CCaaS/UCaaS Platform Engineer to join their clients team. This candidate will be involved with: Platform Leadership & Architecture: Lead the administration, configuration, and strategic evolution of our Five9, Verint, and Clearview platforms. You'll ensure these systems are not just operational, but optimally designed for performance, scalability, and security. Deep-Dive Troubleshooting & Resolution: Serve as the escalation point for complex technical issues across the Verint ecosystem (QM, WFM), Five9 VCC (including Omnichannel and Agent Assist), and Clearview reporting. You'll diagnose and resolve intricate call flow issues, integration challenges, IVR misroutings, and address latency/connectivity concerns. Strategic Integrations: Design, build, and maintain robust REST API integrations, primarily connecting our CCaaS/UCaaS platforms (e.g., Five9, CXOne) with critical business systems like Salesforce CRM, Dynamics 365, and ServiceNow. Your work will ensure seamless data flow and process automation across interconnected systems. Performance & Analytics Driving Improvements: Develop and maintain comprehensive operational and KPI reports. You'll analyze data on agent productivity, adherence, and service-level failures to identify root causes and drive continuous improvement initiatives. WFM & CX Optimization: Partner closely with Workforce Management to optimize scheduling and queue management, actively monitoring and reacting to real-time call volume fluctuations. You'll leverage data to enhance first call resolution, minimize abandonment rates, and refine IVR experiences, directly impacting CSAT and agent satisfaction. Technical Mentorship & Knowledge Sharing: Develop training materials, knowledge articles, and lead sessions to empower agents and internal teams on system updates, new tools, and advanced analytics features. Continuous Improvement & Innovation: Proactively identify workflow inefficiencies, propose innovative solutions for call routing, escalation paths, and automation. You'll champion continuous improvement efforts, leveraging data and feedback to refine processes and system capabilities. Architectural Stewardship: Apply deep understanding of application, data, infrastructure, and security architecture to design and oversee the implementation of end-to-end cloud-integrated systems. You'll ensure non-functional aspects like performance, scalability, reliability, and availability are at the forefront of every solution. Staying Ahead of the Curve: Continuously research and stay informed on emerging CCaaS/UCaaS trends, industry best practices, and new technologies, bringing that knowledge back to evolve our platforms. We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) . To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ . Skills and Requirements Experience with the Five9 Ecosystem: Five9 VCC, Five9 Omnichannel, Five9 Agent Assist Experience with Verint Ecosystem: QM, WFM Experience with Clearview Reporting Experience integrating Five9 with Salesforce CRM Strong communication skills Observe.AI experience null We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.