Contact Center Engineer

Akkodis is seeking a Contact Center Engineer for a Contract job with a client in Ada, MI . The position requires strong hands‑on experience with the Five9 Platform , IVR design, API integrations, reporting, analytics, and operational support. The ideal candidate must have technical experience supporting enterprise contact center technologies.

Rate Range: $37/hour to $53/hour; The rate may be negotiable based on experience, education, geographic location, and other factors.

Contact Center Engineer job responsibilities include:

• Perform end‑to‑end administration of the Five9 environment, including users, agents, skillsets, queues, campaigns, and system variables.
• Manage platform configurations, routing profiles, and operational controls to ensure optimal performance and system stability.
• Design, build, and maintain IVR call flows using Five9 Studio.
• Develop and optimize IVR scripting to support business requirements, self‑service enhancements, and improved routing accuracy.
• Work with Five9 REST APIs for system integrations, workflow automation, and custom solutions.
• Integrate Five9 with CRM systems, SSO platforms, and call‑recording tools such as Calabrio or Verint.
• Support integrations with dashboards/wallboards such as 2Ring and analytics/reporting platforms.
• Create, configure, and manage operational and performance reports, dashboards, and analytics within Five9.
• Monitor KPIs, analyze trends, and provide operational insights to leadership teams.

Desired Qualifications:

• 8+ years of IT experience with strong specialization in the Five9 Contact Center Platform.
• Hands‑on experience in IVR development, call flow design, and routing logic using Five9 Studio.
• Experience with API integrations, Five9 REST APIs, CRM integrations, and call‑recording solutions.
• Experience with Cisco Voice Network technologies (IT IS_CNS_Voice Network_Cisco).
• Strong reporting, analytics, and KPI monitoring abilities.
• Excellent troubleshooting skills across routing, IVR, agent desktop, and integrations.
• Strong written and verbal communication skills.

If you are interested in this role, then please click APPLY NOW. For other opportunities available at Akkodis, or any questions, feel free to contact me at Vikas.Tomar@ akkodisgroup.com.

Pay Details: $37.00 to $53.00 per hour

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

Military connected talent encouraged to apply

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The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance

Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.