Workforce Engagement Management (WEM) Platform Engineer

Five9 is seeking a highly technical, detail-oriented, and proactive WEM Platform Engineer / Systems Analyst to join our high-performing global operations team. In this role, you will be responsible for driving the technical readiness, configuration, and quality assurance testing of our WEM platforms. Operating as a key technical liaison, you will coordinate closely with internal Five9 teams and external vendors to facilitate seamless software deployments, migrations, and integration configurations. To excel in this role, you must possess strong technical acumen, exceptional coordination skills, and the ability to clearly articulate complex technical concepts to both technical and non-technical stakeholders.

As a WEM Platform Engineer, you will be accountable for the following key responsibilities:

• Migration Readiness: Drive technical readiness, historical data mapping, and coordination for WEM migrations from legacy systems, partnering with implementation specialists and vendors for final execution.
• Release Coordination: Coordinate WEM release readiness and partner with internal Five9 release engineering teams and vendors to facilitate deployments, ensuring minimal operational disruption.
• Feature Enablement & Lab Testing: Own and configure advanced platform features in dedicated lab environments to perform rigorous validation and testing prior to coordinating UAT/GA promotions.

• Adapter Configuration & Data Import: Configure custom adapters (including Twilio, Workday, and telephony APIs) and execute historical data imports within staging environments.
• Data Integrity & Automation: Build and manage database mappings and establish automated daily extracts and audit reports to maintain high data quality.

• UAT & Defect Management: Design, write, and execute robust User Acceptance Testing (UAT) and QA protocols to identify, log, and remediate software defects prior to coordinating production releases.

• Cross-functional Collaboration: Represent the technical WEM operations team in weekly vendor syncs, pilot program touchpoints, and stakeholder reviews.
• Knowledge Leadership: Conduct regular internal knowledge-sharing sessions to the broader operations team. Author, publish, and maintain technical runbooks and standard operating procedures for adapter configurations and system resolutions.

• Education: Bachelor’s degree in Computer Science, Information Systems, or a related technical field (or equivalent work experience).
• Experience: 3–5 years of hands-on experience as a Systems Analyst, Technical Support Engineer, or Test Analyst in a Contact Center environment (CCaaS/UCaaS).
• WEM Expertise: Proven track record supporting or coordinating WEM platform migrations. Deep technical knowledge of Verint Cloud Services (VCS), Desktop Messaging. Verint “Badging” preferred.
• Technical Proficiency: Strong understanding of database structures, API integrations (e.g., Twilio, Workday), and data mapping protocols.
• QA & Testing: Solid background in structured software testing, test case development, and UAT execution.
• Incident Coordination: Demonstrated ability to troubleshoot complex technical incidents, coordinate with vendor support, and contribute to root-cause analyses.