About the company
PrudentRx is a company focused on providing pharmacy benefit solutions. The CCaaS Platform Engineer role is responsible for the technical ownership, administration, performance, and continuous optimization of Prudent Rx's Contact Center as a Service (CCaaS) platform and Intelligent Virtual Agent (IVA) solutions, built on Five9.
Responsibilities
- Administer and optimize the Five9 CCaaS platform
- Monitor system health, voice quality, and call delivery within Five9 to ensure consistent uptime and optimal performance.
- Own routing, queues, and IVR configuration: Maintain routing logic, agent profiles, queues, and flow design using Five9's Agentic AI platform to align with business operations and customer experience objectives.
- Own IVA performance and self-service optimization: Monitor and analyze IVA containment, call deflection, customer journey, and self-service completion metrics within Five9's Intelligent Virtual Agent tools. Partner with Operations and business stakeholders to identify opportunities for conversational enhancements, implement IVA updates, improve member experience, and increase automation effectiveness while reducing unnecessary live-agent contacts.
- Manage Five9 vendor relationship and escalations: Serve as the technical liaison to Contact Center leadership and the primary technical point of contact for Five9, coordinating with Five9 support, IVA providers, and telecom carriers to resolve incidents, manage escalations, and ensure service-level compliance.
- Lead platform change management and enhancements: Evaluate, test, and implement new Five9 features, integrations, IVA enhancements, and platform releases in coordination with Infrastructure and Operations teams. Partner with Application, Integration, Security, and Business teams to ensure data flow integrity, access controls, and compliance with IT policies, and maintain documentation related to platform configuration, IVA design, troubleshooting, and change control.
Requirements
- 3 to 5 years of experience supporting or administering Contact Center or Voice Platforms, including hands-on Five9 experience within the last 2 to 3 years (required)
- Strong understanding of call routing, IVR design, ACD queues, and agent management
- Familiarity with telecom fundamentals (SIP, QoS, codecs, latency troubleshooting)
- Experience collaborating with operations leaders to translate business needs into technical configurations
- Demonstrated ability to work across teams to resolve complex voice quality or platform integration issues
- Experience supporting, configuring, or optimizing IVA (Intelligent Virtual Agent), conversational AI, or self-service automation platforms, including analysis of customer interactions and implementation of enhancements to improve containment, call deflection, and overall member experience
- Solid documentation, testing, and change management skills
Conditions
- Success metrics include Five9 platform uptime and stability, mean time to resolution (MTTR) for call, routing, and platform issues, successful implementation of platform changes without service disruption, Five9 vendor SLA adherence and relationship health, positive feedback from Contact Center leadership and IT partners, IVA containment rate and successful self-service completion rate, and call deflection rate from IVA to live-agent support channels.