For over 25 years, G&A Partners has been helping entrepreneurs grow their businesses, take better care of their employees, and enjoy a higher quality of life by providing proven HR solutions and technology. G&A Partners' client is currently seeking a Contact Center Engineer to join its team in Houston, TX.

 

Our Client seeks a skilled and motivated Contact Center Engineer to join their 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. 

• 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 The Clients core values
• Perform other duties as needed

• 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 

Equal Opportunity Employer Statement

G&A Partners as an Equal Opportunity Employer considers all applicants and prohibits discrimination of any type on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. Our management team is dedicated to providing a work environment free of discrimination and harassment based on any of these characteristics. We are committed to this policy and achieving a diverse workforce with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs and general treatment during employment.

https://www.gnapartners.com/privacy-policy

Starting wage is

The starting range represents the low and high end of the G&A Partners’ range for this position. Actual wages will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. The range listed is just one component of G&A’s total compensation package for employees. Other rewards may include commissions, annual bonuses, and program specific rewards. In addition, G&A Partners provides a variety of benefits to employees, including health, dental, vision, life insurance, short-term and long-term disability, flexible spending, ancillary benefits, retirement savings plan, paid holidays, and paid time off (PTO).

Application close date is