IVR Specialist - AWS Connect and Five9

LawnStarter is the nation’s leading on-demand marketplace for lawn care and related services, allowing hundreds of thousands of customers nationwide to book a service with the tap of a button. But lawn care is only the beginning - our vision is to become the one-stop shop for all home services.

Our company is flourishing at an incredible pace, profitable and achieving remarkable success. And we're not stopping there! We're actively seeking talented and hard-working individuals like you to join our team and help us achieve our ultimate vision.

We are seeking an experienced IVR Specialist with expertise in AWS Connect and Five9 to join our team. As an IVR Specialist, you will be responsible for managing, configuring, and optimizing our Five9 contact center and AWS Connect platforms, and assisting with projects and operations that interact with those platforms. Your primary responsibilities will include:

Responsibilities:

• Managing the setup, configuration, and administration of Five9 and AWS Connect contact center platforms.
• Designing and implementing call flows, IVR scripts, queues, and routing strategies to enhance call handling and improve customer experience.
• Collaborating closely with stakeholders to gather requirements and translate them into technical solutions.
• Providing technical support and troubleshooting issues related to the Five9 platform and AWS Connect.
• Developing custom contact flows and IVR systems.
• Monitoring and analyzing system performance, identifying areas for optimization.
• Create detailed reports on IVR performance and usage using Five9 and AWS platforms as requested.
• Analyze IVR performance metrics to identify areas for improvement and make necessary adjustments.
• Ensuring solutions are scalable, secure, and compliant with best practices.

Requirements

• Proven experience working with Five9 and AWS Connect or similar cloud-based contact center platforms with at least 3 years of experience.
• Strong understanding of call center operations.
• Proficiency in configuring and customizing the Five9 and AWS platforms, including IVR scripting, call routing, and reporting.
• Hands-on experience with AWS services, specifically AWS Connect, and Five9. 
• Experience in designing and implementing AWS Cloud contact center solutions.
• Excellent problem-solving skills and ability to troubleshoot technical issues independently.
• Strong communication and collaboration skills with cross-functional teams.
• Ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines in a fast-paced environment.
• Certifications in Five9 and/or Amazon Connect preferred. Knowledge of ZenDesk is a plus.
• You have excellent communications, analytical and teamwork skills.
  
  
  

Benefits

• Fully remote position: Work remotely from anywhere you want.

• 8-10 USD hourly