Five9 Contact Center & Microsoft Teams Telephony Administrator

Your Role

As a Five9 Contact Center & Microsoft Teams Telephony Administrator, you will be responsible for managing, supporting, and optimizing enterprise contact center and cloud telephony solutions, with a primary focus on Five9 VCC, Microsoft Teams Voice, and enterprise VoIP platforms. You will ensure seamless communication services, high system availability, and an exceptional end-user experience across global business environments.

• Provide Tier 2/3 support for Five9 VCC and enterprise contact center platforms, ensuring timely resolution of user and agent issues.
• Manage agent onboarding, offboarding, role assignments, and configuration within Five9 VCC environments.
• Troubleshoot and resolve call quality, audio, connectivity, SIP, and call routing issues impacting end users.
• Analyze call logs, usage trends, performance metrics, and audit reports to identify operational risks and optimization opportunities.
• Administer Microsoft Teams Admin Center and Office 365 telephony services, including dial plans, calling policies, voice routing, and Operator Connect.
• Configure and support Teams meeting policies, Teams-certified devices, and voice endpoints including Poly and AudioCodes solutions.
• Automate administrative tasks, reporting, and bulk user management using PowerShell scripting.
• Support integrations between Five9 and collaboration platforms such as Microsoft Teams, Zoom, Gong, and other enterprise communication solutions.
• Develop and maintain SOPs, technical documentation, knowledge articles, and operational runbooks.
• Drive continuous improvement initiatives by adopting emerging technologies in UCaaS, CCaaS, Enterprise VoIP, and Contact Center solutions.

Your Profile

• 9+ years of experience in Enterprise Telephony, Contact Center, Unified Communications, and VoIP technologies.
• Strong hands-on expertise in Five9 Virtual Contact Center (VCC) administration, configuration, troubleshooting, and support.
• Experience supporting enterprise Contact Center solutions such as Five9, Cisco Contact Center, Genesys, NICE, or Microsoft Teams Contact Center integrations.
• Proven expertise in Microsoft Teams Voice, Teams Admin Center, Office 365 telephony, and cloud collaboration services.
• Strong knowledge of contact center operations, agent lifecycle management, call flows, IVR, routing strategies, and telephony administration.
• Experience troubleshooting audio quality, connectivity issues, SIP signaling, call routing, and voice infrastructure problems.
• Solid understanding of enterprise VoIP technologies including SIP trunking, QoS, TCP/IP, WAN, and network performance optimization.
• Hands-on experience with Poly, AudioCodes, and other enterprise voice and conferencing devices. Proficiency in PowerShell scripting for automation, reporting, bulk administration, and system management.
• Proven ability to coordinate with vendors, service providers, and cross-functional technical teams for issue resolution and service improvements.

What will you love working at Capgemini

• You will have the opportunity to learn on one of the industry’s largest digital learning platforms, with access to 250,000+ courses and numerous certifications.
• We’re committed to ensure that people of all backgrounds feel encouraged and have a sense of belonging at Capgemini. You are valued for who you are, and you can bring your original self to work.
• At Capgemini, you can work on cutting-edge projects in tech and engineering with industry leaders or create solutions to overcome societal and environmental challenges.