Senior Voice Engineer

at  Five9

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.
Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.
We are looking for a skilled Senior Telco Engineer to join our team. This role focuses on contributing to the design, conducting design reviews, and testing telecom features before they reach General Availability (GA). The ideal candidate will have a strong background in telecommunications engineering, hands-on experience with network architecture, and a keen attention to detail for ensuring high-quality, reliable solutions. You will work closely with cross-functional teams to bring innovative telecom solutions from concept to market, including automation, provisioning, and analytics dashboard development.

REQUIRED SKILLS:

• 5+ years of experience in telecommunications engineering, with a focus on design, testing, and deployment of telecom solutions.
• Demonstrated expertise in telecom concepts, including Least Cost Routing (LCR), carrier trunks, and capacity management, to optimize network efficiency and cost-effectiveness.
• Proficiency in telecom protocols (e.g., SIP, VoIP, WebRTC) and industry standards.
• Knowledge of voice analytics, performance metrics, and dashboard development for internal and external customers.
• Strong experience with testing tools, scripting, and automation frameworks (e.g., SIPp, OCCOAM).
• Excellent problem-solving skills and attention to detail.
• Strong communication skills, with the ability to present complex technical concepts to cross-functional teams.

• Telco Automation Design & Development:
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• Contribute to the design and development of new telecom features, ensuring alignment with business requirements and technical specifications.

• Collaborate with product, engineering, and architecture teams to create robust, scalable, and efficient designs.
• Create user guides and serve as a single point of knowledge for new features, educating teams to ensure smooth adoption and effective use of automation tools.
• Voice Analytics Design & Development:
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• Collaborate with product and development teams to design and develop voice analytics metrics dashboards for internal and customer use.

• Participate in defining and implementing voice quality metrics, ensuring data accuracy, performance monitoring, and dashboard usability for end users.
• Educate and empower internal teams with knowledge and best practices to maximize analytics impact and improve business efficiency, enabling faster issue resolution.
• Feature Testing and Quality Assurance:
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• Document and execute test plans to verify feature functionality, performance, and security before GA release.

• Identify and troubleshoot issues, working closely with the development team to ensure timely resolution.
• Perform user acceptance testing to validate the overall quality and stability of telco features.
• Document test cases, results, and defect logs, contributing to continuous improvement initiatives.
• Stakeholder Collaboration:
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• Liaise with cross-functional teams including product management, QA, operations, and customer support to ensure alignment on feature requirements and expectations.

• Act as a technical mentor to junior team members, providing guidance on best practices, design methodologies, and testing standards.
• Continuous Improvement:
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• Proactively identify opportunities for improving design processes, testing methodologies, and feature quality.

• Keep abreast of emerging telecom technologies, standards, and industry trends to enhance current practices.