Configure Five9 VCC and IVA applications according to solution specifications from Solution Architects and Business Analysts, following established best practice guidelines.
Build and maintain inbound and outbound campaigns, queues, skills, routing profiles, dispositions, pacing, dialing logic, and related system settings.
Configure IVR/Studio IVA flows, including nested call paths, external variables, context tables, foreign scripts, and Studio based IVA logic.
Implement WFA, QM/WEM, AI Insights, Agent Assist, Guidance Cards, Knowledge, dashboards, reports, and Supervisor Desktop configurations.
Perform thorough configuration testing and validation prior to customer UAT or deployment.
Build, test, and troubleshoot connectors, REST/SOAP API integrations, data mappings, and webhooks for CRM/ITSM integrations including support for OAuth/SAML authentication flows, error handling and payload parsing.
Write and maintain JavaScript/HTML/CSS customizations (DOM manipulation, iframes, cookies, UI logic, and embedded components).
Configure CRM/ITSM integrations such as Salesforce, Dynamics, ServiceNow, Zendesk, NetSuite, and Velocify.
Troubleshoot issues across Five9 components and diagnose cross layer problems spanning application, browser, network/SIP/RTP/VoIP, and telecom. Perform log capture, scenario reproduction, and root cause analysis, collaborating with senior engineers/architects on complex issues.
Participate in client calls and technical working sessions, communicating progress, blockers, and status updates clearly to project managers and architects.
Document configuration decisions, integration logic, test cases, and operational details, and contribute to internal best practice libraries, reusable assets, and configuration templates.

Requirements

BA/BS in computer science, IT, engineering, or equivalent experience.
3+ years of experience working as a Contact Center Professional Services Consultant
3+ years of direct, hands on experience implementing or supporting the Five9 Intelligent CX Platform.
3+ years of experience configuring IVR/IVA in Five9 Studio.
1+ year of experience with CRM integrations (Salesforce, Dynamics, ServiceNow, Zendesk, NetSuite, Velocify).
Developer skill set, including:
Building and debugging REST/SOAP APIs, webhooks, and event driven integrations
Writing custom JavaScript/HTML/CSS for UI and integration behaviors
Calling and orchestrating third party APIs (authentication, pagination, error handling, retries)
Strong understanding of contact center fundamentals and CCaaS concepts.
Ability to troubleshoot across application, network, and telecom layers.
Excellent communication, documentation, and customer engagement skills.
Ability to manage multiple configurations, deadlines, and deliverables with minimal supervision.
Experience with WFA, WEM/QM, Agent Assist, Guidance Cards, Knowledge, and reporting dashboards.
Basic server side experience (Node.js, .NET, PHP, or Java) for integration utilities or middleware.
Experience implementing SSO/SAML/OAuth authentication flows.

Benefits

Medical, dental, vision
tax-advantaged health care accounts
financial and income protection benefits
paid time off (PTO) and wellness time off.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Five9 VCCFive9 IVAIVR/IVA configurationREST APISOAP APIJavaScriptHTMLCSSCRM integrationSSO/SAML/OAuth

Soft Skills

communicationdocumentationcustomer engagementtroubleshootingproject managementcollaborationproblem-solvingtime managementadaptabilityattention to detail