Responsibilities
- Set up Five9 VCC and IVA systems based on design inputs from architects and analysts, adhering to industry best practices.
- Create and manage inbound and outbound campaigns, routing profiles, skill groups, dispositions, queues, dialing rules, pacing settings, and associated configurations.
- Design and maintain IVR and Studio IVA workflows, including multi-level call routing, context tables, external variables, foreign scripts, and logic built in Studio.
- Deploy Workforce Automation, Quality Management, AI-driven insights, Agent Assist features, Guidance Cards, Knowledge modules, reporting dashboards, and Supervisor Desktop tools.
- Conduct comprehensive testing and validation of configurations before customer review or go-live.
- Develop, validate, and debug API integrations, connectors, webhooks, and data mappings for CRM and ITSM systems, including OAuth and SAML authentication support and error handling.
- Create and support custom JavaScript, HTML, and CSS enhancements involving DOM manipulation, iframes, cookies, UI behaviors, and embedded components.
- Integrate Five9 with platforms such as Salesforce, Dynamics, ServiceNow, Zendesk, NetSuite, and Velocify.
- Diagnose and resolve technical issues across Five9 modules, analyzing problems across application, browser, network, SIP, RTP, and telecom layers; capture logs, reproduce issues, and determine root causes in coordination with senior staff.
- Engage in client meetings and technical discussions, providing clear updates on progress, challenges, and project status to project managers and solution architects.
- Record configuration choices, integration designs, test scenarios, and operational details; contribute to internal knowledge bases, reusable templates, and best practice repositories.
Work Arrangement
Remote (Country) — US
Team
Professional Services organization
Other
- Remote role based in the US
- Role reports to Executive Director of Technology Consulting
- Rarely do applicants meet all desired job qualifications — encouragement to apply even if not meeting all
