Royal & Ross

Responsibilities:
1.    Five9 and SalesForce Integration:
•    Lead the design, implementation, and maintenance of the integration between Five9 and SalesForce platforms.
•    Collaborate with SalesForce administrators to understand business requirements and implement effective solutions.
•    Ensure data synchronization and real-time information flow between Five9 and SalesForce.
2.    Telephony Systems Administration:
•    Oversee the administration and maintenance of telephony systems, including PBX, SIP trunks, and related technologies.
•    Optimize call routing strategies to enhance call flows and resource utilization.
•    Monitor and analyze telephony performance metrics, implementing improvements to ensure efficiency.
3.    IT Operations:
•    Work closely with the IT operations team to maintain and enhance the overall health and performance of the organization's IT infrastructure.
•    Contribute to IT projects, providing expertise in telephony, contact center, and SalesForce integration.
•    Participate in the development and enforcement of IT policies, procedures, and best practices.
4.    System Administration:
•    Perform system administration tasks, including server maintenance, user management, and security configurations.
•    Ensure the availability and reliability of servers supporting telephony, contact center, and SalesForce integration.
•    Implement and manage backup and recovery procedures for critical systems.
5.    Documentation and Training:
•    Create and maintain comprehensive documentation for configurations, procedures, and troubleshooting steps related to Five9, SalesForce, and telephony systems.
•    Provide training and support to end-users and IT staff on the integration and related technologies.
Qualifications:
•    Bachelor's degree in Computer Science, Information Technology, or a related field.
•    Proven experience with Five9 contact center solutions and SalesForce integration.
•    Strong background in telephony systems administration, including experience with PBX and SIP technologies.
•    Proficient in IT operations and system administration.
•    Excellent problem-solving and troubleshooting skills.
•    Strong communication and interpersonal skills.
•    Relevant certifications (e.g., Five9, SalesForce, Cisco, ITIL) are a plus.