About Fortellar

We are a boutique IT consulting and business process outsourcing organization supporting mid to enterprise-level organizations. We are a small, but mighty, team of experts who know how to stretch, adapt, and put on any hat required in the moment to make our clients successful and enable Fortellar’s growth. Keys to success at Fortellar include:

• Collaboration: You demonstrate excellence in remote collaboration across your Fortellar and client teams. 

• Growth Mindset: You embrace personal growth and are always learning new things to support your team, your clients, and your personal goals. 

• Client Success: You have a passion for your client’s success – you don’t just deliver to the contract you ensure that your client’s goals and needs are met.

• Humanity First: Honest and transparency are your natural instincts – your actions speak louder than your words and your team members love working with you.

• Entrepreneurial: You find a way to get it done, no matter what the challenges or seeming blockers are in front of you

What you'll do

• The Five9 request and incident queue in Jira Service Management, including triage, prioritization, resolution, and SLA adherence
• Five9 tenant configuration: skills, queues, routing rules, campaigns, dispositions, worksheets, and agent scripts
• Maintenance and modification of existing IVR call flows, prompts, business hours, holiday routing, and overflow behavior
• User lifecycle across 300+ seats: provisioning, role and permission assignment, station configuration, and deprovisioning on separation
• Outbound campaign execution, including list loading, pacing mode selection, and DNC and TCPA compliance controls
• Call recording configuration, retention alignment, and payment-capture recording suppression
• Standard and custom reporting, supervisor dashboards, and scheduled extracts
• Monitoring integration health between Five9 and connected systems
• Five9 support case management, escalation, and release note review ahead of platform updates
• Contact center incident response, root cause documentation, and corrective action

Requirements

• Ability to work onsite 8am - 5pm
• Two or more years administering Five9 in a production contact center, or three or more years on a comparable CCaaS platform with demonstrated Five9 proficiency
• Experience supporting a contact center of at least 100 agent seats
• Track record working from a ticket queue in a service management platform under defined SLAs. Jira Service Management preferred, ServiceNow or Zendesk acceptable.
• Working knowledge of Five9 IVR call flows sufficient to modify routing logic, prompts, and schedules without vendor assistance
• Outbound dialer administration covering campaign setup, list management, pacing modes, and DNC handling
• Familiarity with TCPA obligations as they apply to contact center dialing
• Ability to build custom reports and explain contact center metrics to a non-technical audience
• Comfort troubleshooting VoIP call quality, including reading MOS, jitter, and packet loss data and recognizing when the problem sits outside the platform
• Clear written communication. A large share of this role is written ticket updates telling operations leaders what changed, what broke, and what happens next.
• Able to work a hybrid schedule on Eastern time core hours