Lead Five9 Analyst

Meet Leaf Home. We turn complex home improvement projects and endless to-dos into achievements. With more than 50% of homeowners worried about the cost and effort of home maintenance, we deliver remarkable, end-to-end experiences. And get the job done right, at every step. Bringing innovative products, the best people, and the highest standards to every project.
Trusted by more than 1 million homeowners across the US and Canada, we are America's largest direct-to-consumer full-service provider of branded home services and products. Our products, including the patented LeafFilter gutter protection system, have earned numerous awards and recognition from Good Housekeeping, Qualified Remodeler, Angi, Consumer Reports, This Old House, and other consumer review platforms.
We are powered by extraordinary people. Our innovative products and reliable services are delivered with convenience, excellence, and quality through 250+ regional sales and installation offices and comprehensive field support offices in New York and Hudson, Ohio. We're proud to say we've been consistently named one of the fastest-growing private companies by Inc. 5000 and recognized as a top employer nationally. The benefits of working at Leaf Home are wide-ranging and include:
Industry-best compensation packages | Fully paid health, dental, and vision insurance | 401k with company match | Paid time off including paid parental leave | Individualized career development programs | On-demand lunch program | Childcare assistance | Free gym membership | Employee assistance programs, including legal, financial planning, and counseling | Employee discount marketplace | Employee Resource Groups such as VetConnect, DEI Committee, Women's Committee.
Position Summary: The Lead Five9 Dialer Analyst is responsible for configuring, managing, and optimizing the Five9 Cloud Contact Center platform. This role requires technical expertise in Five9 system administration, troubleshooting, and enhancing customer experience through automation and analytics.
Essential Duties and Responsibilities:

• Administrate, configure, and maintain Five9 Cloud Contact Center solutions, including ACD, IVR, Workforce Management (WFM), and Reporting.
• Design and optimize call flows, skills-based routing, IVR menus, and campaign configurations.
• Manage integrations between Five9 and CRM platforms (Lead Perfection, Salesforce, ServiceNow, etc.) using APIs and connectors.
• Implement and fine-tune Five9 AI-powered solutions, including chatbots, predictive dialing, speech analytics, and automation workflows.
• Troubleshoot and resolve Five9 system issues, call quality problems, and configuration errors.
• Monitor KPIs (AHT, FCR, CSAT, SLA, Abandon Rate, etc.) and provide actionable insights for performance improvement.
• Assist with reporting and dashboard creation using Five9's analytics and third-party BI tools (Power BI, Tableau).
• Work with IT, operations, and business teams to support contact center optimization initiatives.
• Conduct user training and support for agents and supervisors on Five9 system functionalities.
• Ensure compliance with PCI-DSS, HIPAA, GDPR, and other contact center security regulations.
• Performs other duties as assigned by supervisor.

Experience and Minimum Qualifications:

• Bachelor's degree is preferred or an equivalent combination of education, training, and experience.
• 2+ years of experience working with Five9 Cloud Contact Center solutions.
• Strong expertise in Five9 ACD, IVR, Dialer, Omnichannel, and Workforce Optimization (WFO).
• Experience with Five9 API integrations and CRM connectors (Salesforce, Microsoft Dynamics, ServiceNow, etc.).
• Knowledge of scripting and automation within Five9 for call routing and IVR workflows.
• Ability to analyze call center metrics and optimize system performance based on data insights.
• Hands-on experience troubleshooting Five9 connectivity, call routing issues, and system errors.
• Familiarity with VoIP technologies, SIP trunks, and cloud telephony architecture.
• Experience working in customer support, sales, or technical support environments.
• Strong problem-solving and communication skills for collaboration across teams.
• Proficiency using Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Project, and/or Access).
• Must be legally authorized to work in the country of employment without sponsorship for employment visa status (e.g., H1B status).

Preferred Knowledge, Skills, Abilities, or Certifications:

• Five9 Certified Specialist or Administrator certification.
• Experience with AI-driven automation, chatbots, and sentiment analysis in Five9.
• Familiarity with workforce engagement and quality management tools within Five9.
• Knowledge of contact center compliance standards and security best practices.
• Experience with JIRA, Confluence, and Agile methodologies for project tracking.

Key Competencies:

• Adapting to and managing change.
• Communicating and building relationships.
• Business acumen and cross-functional knowledge.
• Decision-making and problem-solving.
• Achieving Results.

Travel Requirements:

• Occasional overnight travel is required.

Overtime/Additional Hours Requirements:

• Additional hours may be required (exempt positions).

Physical Requirements:

• Normal office environment.
• Performs indoor work in a climate-controlled environment.
• Sedentary work. Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

Diversity and Inclusion Statement
Leaf Home is committed to creating a diverse environment and is proud to be an equal opportunity employer. We strive to create an environment that embraces differences and fosters inclusion.
Equal Opportunity Statement
Leaf Home will recruit, hire, train, and promote persons in all job titles without regard to race, color, ancestry, national origin, gender identity or expression, sexual orientation, marital status, religion, age, results of genetic testing, veteran status, or physical/mental disability (except where the disability prevents the individual from being able to perform the essential functions of the job and cannot be reasonably accommodated in full compliance with the law).
Americans with Disabilities Act Statement and Contact
Leaf Home is committed to honoring the spirit and requirements of the Americans with Disabilities Act. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to [email protected] .