• Investigate and resolve customer-reported issues by analyzing SQL queries, reviewing data feeds (HL7, CSV), examining Python code, and collaborating with Data Engineering and Product teams • Be the empathetic voice for customers experiencing production issues—you'll understand the urgency when ED boarding metrics spike or discharge workflows break, and communicate clearly about status, root cause, and resolution • Master the IPF software platform by diving deep into workflows like Departure Lounge, Multidisciplinary Rounds, Case Management, ED Boarding, and Clinical Staffing—learning both the product and the healthcare operations it supports • Write and execute SQL queries to validate data, reproduce issues, and verify fixes across our customer environments • Read and debug Python code to identify defects, understand system behavior, and collaborate with Engineering on root cause analysis • Document and track issues in Jira, working cross-functionally with CSMs, Implementation, Data Engineering, and Product teams to drive resolution • Contribute to knowledge base and troubleshooting playbooks to help the team resolve issues faster

• Atender clientes e usuários por telefone, chat, e-mail ou ferramentas de suporte; • Diagnosticar e solucionar problemas relacionados a hardware, software, redes e sistemas; • Realizar configurações, instalações e atualizações de sistemas e aplicativos; • Apoiar na manutenção preventiva e corretiva de equipamentos e ambientes tecnológicos; • Monitorar o funcionamento de sistemas e identificar possíveis melhorias ou ajustes; • Documentar atendimentos, incidentes e procedimentos técnicos na base de conhecimento; • Realizar processos de backup e recuperação de dados quando necessário; • Orientar usuários sobre boas práticas de uso dos sistemas e segurança da informação; • Apoiar a implantação de novas tecnologias e soluções junto às equipes e clientes; • Contribuir para a melhoria contínua dos processos e da infraestrutura tecnológica.

• Perform advanced configurations of the Segware platform. • Lead integrations with external systems (APIs, automations, devices, protocols). • Conduct periodic technical audits to ensure adherence to best practices. • Run POCs (Proofs of Concept) and technical feasibility tests. • Design technical workflows and advise clients on optimal architecture. • Document processes, standards, and technical best practices. • Monitor critical tickets with support and ensure complete resolution. • Support the Relationship team on technical issues that impact retention. • Train clients and internal teams on advanced technical topics. • Serve as a bridge between Product and clients for structured technical feedback.

Role Description We’re looking for a Five9 Outbound Consultant who can both think and do, an operator who understands the grind of dialer performance and the art of optimization. You’ll manage client campaigns, refine outbound strategies, and keep systems running optimal. This isn’t a “sit back and advise” job. You’ll be deep in Five9 daily, solving problems, improving performance, and driving tangible ROI for our clients accountable for client performance, delivery and review. Key Responsibilities - Build, configure, and maintain outbound campaigns in Five9 (Preview, Power, Progressive). - Monitor campaign KPIs daily, flagging performance issues and driving fixes. - Troubleshoot dialer, routing, and agent setup issues in real time. - Execute and maintain branded caller ID, call masking, and spam mitigation (via 448 Connect, OutboundIQ, Numeracle). - Lead client review meetings – prepared, professional, and followed up with actions. - Ensure client delivery stays within contracted hours and margins. - Take ownership of client success, creating effective strategies and solutions to increase client performance, lead and manage projects to completion and create measurable improvements in client metrics. - Advise proactively on connect rate strategy, pacing logic, and lead management. - Run daily internal project reviews to track progress, ownership, and accountability. - Document configurations, flows, and processes for knowledge sharing. - Support auxiliary systems (Retriever, OutboundANI, Salesforce, RingCentral). - Test and QA new campaigns or configurations before deployment. - Act as primary contact for assigned clients, building trust and solving problems before they escalate. Qualifications - 5+ years of hands-on CCaaS experience (Five9 strongly preferred). - Solid grasp of outbound dialing logic, pacing, and campaign tuning. - Proven ability to troubleshoot telephony issues (routing, agents, softphones). - Working knowledge of TCPA, caller ID branding, and spam prevention. - Strong communicator who can translate technical detail into client language. - Background in BPO or multi-site contact centers is preferred. Benefits - We move fast, stay lean, and solve complex problems daily. - You’ll work alongside some of the sharpest Five9 operators in the industry. - If you can own your outcomes, thrive under pressure, and deliver excellence without babysitting we’ll back you all the way. - We exist to help organizations unlock the full potential of their technology and teams through proactive optimization, expert insight, and a culture built on curiosity, autonomy, and care. Similar Technologies - Genysys - Max Contact - Connex One - 8x8 - NICE CX - RingCentral - Talk Desk - Dial Pad - Five9