Telephony Manager

Telephony Manager - - Remote -

Employment Type: W2

Position/Sheet Notes: Exclusive, direct client relationship, remote, moves quickly, need a very technical Five9 engineer with the ability to work with multiple teams for deployments and bridge gaps with those teams and vendors, 12+ month contract.

Job Description:

Job Summary

The Telephony Technical Manager is responsible for leading the technical strategy, deployment, and day-to-day support of enterprise telephony solutions, with a primary focus on Five9 and Genesys contact center environments. This role will drive modernization initiatives, including the deployment of AI solutions, while ensuring seamless operations and high availability across multiple business groups. The manager will serve as a technical bridge between application teams, third-party vendors, and business stakeholders to guarantee smooth deployments, endpoint integrations, and operational excellence.

Key Performance Indicators:

• Telephony availability, health, and performance

• Successful implementation of telephony services, including modernization and AI initiatives

• Effective deployment of Five9 solutions and integrations

• Operational stability and resolution of high-priority (P1) issues

Principal Duties and Responsibilities:

• Lead and coordinate cross-functional project teams to ensure successful delivery of telephony technology solutions.

• Gather requirements from application teams and business units and translate them into technical deployments.

• Design, program, and deploy Call Center/IVR call flows with at least 5+ years of hands-on experience.

• Deploy and manage Five9 solutions, including call flows, integrations, and endpoint deployments.

• Support migration projects such as moving from Verint to Cresta, integrating with workforce management platforms, and enabling AI dashboards.

• Provide strong technical expertise in APIs and webhooks, bridging application requirements with telephony solutions.

• Manage endpoint devices and ensure successful delivery of end-to-end deployments.

• Serve as the technical liaison to ensure deployments run smoothly, connecting multiple teams (application, infrastructure, vendors, business groups).

• Provide Level 2 and Level 3 support for complex technical issues, including participation in Priority 1 calls.

• Ensure telephony solutions integrate effectively with enterprise applications and third-party platforms.

• Support day-to-day operations and troubleshooting across telephony environments.

• Deploy and manage AI-powered contact center solutions (virtual agents, predictive routing, chat dashboards, agent-assist tools) to modernize and improve customer experience.

• No standard PM tasks (status reports, meeting minutes, etc.), but act as the bridge between teams for deployments and operational initiatives.

• Work directly with VP's, Directors, Managers, and cross-functional teams to align on deployment goals.

Required Experience:

• 5+ years of experience designing, programming, and deploying Call Center/IVR call flows.

• Proven ability to deploy and support Five9 solutions, including large-scale implementations.

• Level 3 support experience with strong troubleshooting and incident management skills.

• Experience gathering requirements, supporting deployments, and connecting teams across the enterprise.

• Demonstrated success in managing deployments to endpoint devices and ensuring smooth delivery.

• Hands-on experience with APIs and webhooks to integrate telephony with enterprise applications.

• Background in deploying and integrating with telephony solutions such as PBX, IVR, Voicemail, workforce management, and omnichannel platforms.

• Experience migrating or integrating with Cresta (preferred), NICE (plus), and Verint systems.

• Strong track record working alongside third-party vendors and application teams to ensure successful project delivery.

• Knowledge of AI-based contact center modernization solutions.

Required Leadership Traits and Characteristics:

• Exceptional communication, presentation, and people skills with the ability to engage stakeholders at all levels (VP, Director, Manager, cross-functional teams).

• Strong collaborator who can bridge together multiple complex teams to deliver deployments.

• Analytical and problem-solving mindset with ability to thrive in fast-paced and ambiguous environments.

• Recognized as a trusted partner who ensures smooth, accurate deployments while fostering a collaborative environment.

Formal Education, Qualifications or Training

• B.S. degree in Computer Science, MIS, or related field (preferred).

• Equivalent experience in telephony engineering and deployment also considered.

Essential Technology Skills:

• CCaaS/UCaaS Solutions: Five9 (Required), Genesys (Preferred)

• WFO Solutions: Cresta (Preferred), NICE (Preferred), Verint (Experience migrating off is a plus)

• AI and Automation: Deploying AI-powered solutions (virtual agents, predictive routing, dashboards, chat bots)

• Reporting & Data Analytics: Working knowledge of Five9 and Genesys reporting

• Integration & APIs: Extensive experience leveraging APIs and webhooks for telephony and enterprise integrations

• Endpoint Deployment: Proven track record in managing endpoint devices and ensuring smooth delivery during new deployments

Call Notes/Updates: 9/28 - Make sure this candidate has the strong technical background in Five9 while having strong leadership skills to help work with multiple teams on projects and deployments....comparable to a project manager without the status reporting, meeting minutes, etc.

Feedback: Dan looks like a good candidate that has a lot of voice technology experience and looks like most of the experience is with Cisco contact centers. I see that there is experience with POCs for other cloud based solutions, such as Five9, Genesys, Ring Central, but I feel like there may not be as much practical experience with those platforms to be able to get going quickly. While Dan looks to have great experience, I feel like maybe he doesn't have the specific experience we need for this particular role.

9/24

• 5+ years hands-on with call center / IVR call flows (design, programming, deployment)

• Strong Five9 experience – deploying, supporting, implementing

• Must have Level 3 support experience; handle Priority 1 calls

• Experience with telephony solution deployments and endpoint devices

• Strong with APIs/webhooks for integrations (Five9 ? applications, WFM, 3rd parties)

• Exposure to AI solutions (virtual agents, chat, dashboards); modernization focus

• Migration from Verint ? Cresta is planned; Cresta/NICE a plus

• Acts as a bridge between teams (not a PM role – no minutes/status reports)

• Gathers requirements from app teams and ensures smooth deployment delivery

• Excellent communication/presentation skills; works with VP's, Directors, Managers

• Day-to-day ops support in addition to new deployments

• Works with 3rd parties and cross-functional business/tech groups

?Manager Notes:

• Call center and IVR call flow design and deployment

• 5+ years designing, programming, and deploying solutions

• Experience with AI solutions; modernization is a key future initiative

• Must have Level 3 support experience

• Strong Five9 expertise – deploying, supporting, and managing

• Telephony solution deployment required

• Excellent communication, presentation, and people skills; able to bridge complex teams during deployments

• Gather requirements and provide technical support across multiple teams during deployments

• Not a traditional PM role (no status reports or minutes) but will act as a bridge between teams

• Projects include endpoint device deployments and endpoint changes

• Manage new deployments and coordinate with application teams

• Ensure smooth deployment by connecting across teams

• Support day-to-day operations

• Participate in Priority 1 calls

• Strong experience with APIs and webhooks

• Migration from Verint to Cresta; Cresta and NICE experience are a plus

• Experience with integrations and deployments

• Proven background implementing Five9

• Connect Verint with workforce management systems

• Work with application teams to gather requirements and link Five9 to apps via APIs

• Manage endpoints and end-user devices; ensure accurate delivery

• Collaborate with third-party vendors and partners

• Strong communication skills; will interact with VP's, Directors, Managers, and business groups

• Upcoming projects include adding dashboards for AI chat