Job Title

The IT Systems Analyst – Five9 provides support and optimizes efficiency of our inbound and outbound call center operations software. This role will analyze, design, test, and implement Integrated Voice Response (IVR) systems that enhance call routing and automation capabilities to improve customer interactions. Individuals in this role will collaborate with cross-functional technical teams and business stakeholders to ensure seamless integration and functionality of the Five9 call system, providing great customer service and helping to deliver value for Foundation Finance.Full-time | Hybrid - 3 days in office | Based out of Hyderabad, India Rs.12-20LPA (based on experience)Essential Duties and Responsibilities: Configure, maintain, and optimize the Five9 system to support inbound and outbound call center activities. Analyze call flows and customer interactions to enhance automation and improve efficiency. Develop and implement IVR scripts, call routing logic, and self-service functionalities. Collaborate with stakeholders to gather requirements and ensure IVR solutions align with business goals. Monitor system performance, troubleshoot issues, and provide technical support for Five9-related incidents. Work closely with IT, customer service, and operations teams to integrate the Five9 system with CRM platforms as well as other applications and tools utilized by Foundation Finance. Ensure compliance with industry regulations and best practices for data security and call center operations. Provide training and documentation to end-users and support teams on Five9 functionality, best practices, and feature updates.Minimum Qualifications: Bachelor’s degree in computer science, Information Systems, or related field (or equivalent experience). Experience working with Five9 systems and IVR in call center environments Strong knowledge of IVR scripting, call routing, and voice automation technologies. Proficiency in analyzing call center metrics to optimize performance and customer experience. Excellent troubleshooting skills with the ability to resolve technical issues efficiently. Strong written & verbal communication skills, and collaboration skills to work effectively with diverse teams. Certifications in Five9 or other contract center technologies.Physical Demands / Work Environment While performing the duties of this Job, the employee is occasionally required to stand; walk and sit. The employee must occasionally lift and/or move up to 10 pounds. The noise level in the work environment is standard to an office milieu and noise is usually moderate.The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Foundation Finance Company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.These benefits are designed to support our employees in their professional growth, health, and overall well-being. Eligibility, coverage details, and enrollment processes will be provided during the onboarding process. At Foundation Finance Company, we are committed to fostering a positive work environment where employees can thrive both personally and professionally.