Contact Center Engineer
Teachers of Tomorrow seeks a skilled and motivated Contact Center Engineer to join our Systems Administration team. In this role, you’ll take the lead in designing, implementing, and optimizing Five9-based contact center solutions, with a strong focus on omnichannel integration and SaaS interoperability professional and enthusiastic The ideal candidate will bring deep technical expertise in Five9, a strong understanding of customer engagement platforms, and a passion for building scalable, secure, and efficient communication workflows. This position is based in Houston, Texas. It is a hybrid role with both remote and/or in-office work.
Who We Are
Located in Houston, Texas, Teachers of Tomorrow is the leading national alternative certification program (ACP) provider with plans of continued growth in 2025! Through quality instruction and unparalleled support – Teachers of Tomorrow provides the most effective preparation for educators to make a meaningful difference in the lives of their students. To find out more, visit https://www.teachersoftomorrow.org
About the Position
As a Contact Center Engineer, you will support seamless communication between our customers and internal teams by building scalable, secure, and efficient workflows. You’ll be responsible for configuring and maintaining contact center systems, automating business processes, and resolving complex technical issues. Your deep knowledge of Five9 and contact center technologies will directly enhance operational performance and user experience.
We’re looking for someone who thrives in a fast-paced, solutions-driven environment and stays up to date with emerging trends in contact center technology and AI-enhanced workflows. If you're passionate about improving customer engagement and enabling efficient internal collaboration, we’d love to hear from you.
Duties and Responsibilities (Individual Contributor)
• Configure, administer, and optimize Five9 components including ACD, IVR, IVA, Predictive Dialer, WFM, QM, and Agent Assist.
• Design and implement omnichannel strategies across voice, chat, email, SMS, and social media using Five9 and other platforms.
• Develop and maintain RESTful API integrations between Five9 and third-party SaaS tools (e.g., CRMs, ticketing systems, analytics platforms).
• Collaborate with cross-functional teams (IT, Customer Success, Marketing) to align call center capabilities with business goals.
• Troubleshoot and resolve issues related to call routing, IVR/IVA scripts, agent desktops, and backend integrations.
• Ensure compliance with data privacy and security standards (e.g., PCI-DSS, HIPAA).
• Monitor system performance and generate actionable insights using Five9 reporting tools and Power BI dashboards.
• Provide training and documentation for agents and supervisors on new features and workflows.
• Using Gen AI services to expand and enhance all call center operations
• Act in accordance with Teachers of Tomorrow core values
• Perform other duties as needed.
What we are looking For
• 3+ years of experience in call center engineering or telecom systems administration.
• Hands-on experience with Five9 Virtual Contact Center (VCC) and its omnichannel suite including IVA
• Strong understanding of SaaS ecosystems and experience integrating Five9 with platforms like Salesforce, HubSpot, or ServiceNow.
• Proficiency in scripting and API development (REST, JSON, XML).
• Familiarity with workflow automation tools and platforms (e.g., Microsoft Power Automate, Zapier, Azure LogicApps).
• Excellent problem-solving skills and ability to work independently in a fast-paced environment.
• Strong communication and documentation skills.
Preferred:
• Experience with gamification tools, agent performance analytics, and quality assurance frameworks.
• Knowledge of SQL, Azure services is a bonus.
What We Offer We understand that our people are the most important factor in our success. As a result, we value and invest in our people through:
• Medical, Dental, and Vision plans
• Employer paid STD and Basic Life/AD&D
• Voluntary buy up LTD, Life Insurance, Critical Illness, Accident, and additional wellness options
• 401k Plan with Company Safe Harbor Matching
• Flexible PTO Plan
• 12 paid holidays annually
• Personal and Professional Development
Teachers of Tomorrow is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Apply Now
Apply Now
Who We Are
Located in Houston, Texas, Teachers of Tomorrow is the leading national alternative certification program (ACP) provider with plans of continued growth in 2025! Through quality instruction and unparalleled support – Teachers of Tomorrow provides the most effective preparation for educators to make a meaningful difference in the lives of their students. To find out more, visit https://www.teachersoftomorrow.org
About the Position
As a Contact Center Engineer, you will support seamless communication between our customers and internal teams by building scalable, secure, and efficient workflows. You’ll be responsible for configuring and maintaining contact center systems, automating business processes, and resolving complex technical issues. Your deep knowledge of Five9 and contact center technologies will directly enhance operational performance and user experience.
We’re looking for someone who thrives in a fast-paced, solutions-driven environment and stays up to date with emerging trends in contact center technology and AI-enhanced workflows. If you're passionate about improving customer engagement and enabling efficient internal collaboration, we’d love to hear from you.
Duties and Responsibilities (Individual Contributor)
• Configure, administer, and optimize Five9 components including ACD, IVR, IVA, Predictive Dialer, WFM, QM, and Agent Assist.
• Design and implement omnichannel strategies across voice, chat, email, SMS, and social media using Five9 and other platforms.
• Develop and maintain RESTful API integrations between Five9 and third-party SaaS tools (e.g., CRMs, ticketing systems, analytics platforms).
• Collaborate with cross-functional teams (IT, Customer Success, Marketing) to align call center capabilities with business goals.
• Troubleshoot and resolve issues related to call routing, IVR/IVA scripts, agent desktops, and backend integrations.
• Ensure compliance with data privacy and security standards (e.g., PCI-DSS, HIPAA).
• Monitor system performance and generate actionable insights using Five9 reporting tools and Power BI dashboards.
• Provide training and documentation for agents and supervisors on new features and workflows.
• Using Gen AI services to expand and enhance all call center operations
• Act in accordance with Teachers of Tomorrow core values
• Perform other duties as needed.
What we are looking For
• 3+ years of experience in call center engineering or telecom systems administration.
• Hands-on experience with Five9 Virtual Contact Center (VCC) and its omnichannel suite including IVA
• Strong understanding of SaaS ecosystems and experience integrating Five9 with platforms like Salesforce, HubSpot, or ServiceNow.
• Proficiency in scripting and API development (REST, JSON, XML).
• Familiarity with workflow automation tools and platforms (e.g., Microsoft Power Automate, Zapier, Azure LogicApps).
• Excellent problem-solving skills and ability to work independently in a fast-paced environment.
• Strong communication and documentation skills.
Preferred:
• Experience with gamification tools, agent performance analytics, and quality assurance frameworks.
• Knowledge of SQL, Azure services is a bonus.
What We Offer We understand that our people are the most important factor in our success. As a result, we value and invest in our people through:
• Medical, Dental, and Vision plans
• Employer paid STD and Basic Life/AD&D
• Voluntary buy up LTD, Life Insurance, Critical Illness, Accident, and additional wellness options
• 401k Plan with Company Safe Harbor Matching
• Flexible PTO Plan
• 12 paid holidays annually
• Personal and Professional Development
Teachers of Tomorrow is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Apply Now
Apply Now