Consulting-Customer-Five9- Consultant

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Position Summary

Job Title

Five9 - Consultant

Role Summary

Design, configure, and extend the Five9 cloud contact center platform, building integrations and automations that improve routing, agent experience, reporting, and customer outcomes. Partner with telecom/CC engineers, CRM teams, security, and business stakeholders to deliver reliable, scalable contact center capabilities.

Key responsibilities

  • Configure and enhance Five9 ACD capabilities: skills, queues, IVR/IVA, call flows, routing strategies, agent profiles, and campaigns.
  • Build and maintain integrations between Five9 and external systems (e.g., CRM such as Salesforce/Dynamics, ticketing, identity/SSO, data/warehouse).
  • Develop using Five9 APIs (REST) and platform features (CTI/CRM adapters where applicable), including event handling, screen pops, click-to-dial, and dispositioning.
  • Implement automation and data workflows: call logging, activity creation, customer lookup, case creation, callbacks, and post-call processing.
  • Support reporting/analytics needs: business dashboards, operational KPIs, data extracts, and reconciliation between Five9 and source systems.
  • Troubleshoot production issues (routing, audio, agent login, integration failures), perform root-cause analysis, and implement fixes with proper change control.
  • Ensure solutions meet security, privacy, and compliance requirements (PII handling, access control, retention).
  • Create technical documentation: configuration specs, runbooks, test plans, deployment steps, and operational handover.
  • Participate in Agile delivery: estimation, sprint execution, code reviews, CI/CD practices where applicable.

Required qualifications (must-have)

  • 3+ years in contact center engineering/development with at least 1–2 years hands-on with Five9.
  • Strong experience with Five9 Studio/IVR and routing/ACD configuration (skills, queues, priority, agent states, campaigns).
  • Hands-on experience building API-based integrations (REST, OAuth/token auth patterns), plus solid JSON/data mapping.
  • Proficiency in at least one general-purpose language commonly used for integrations (e.g., JavaScript/TypeScript, Python, Java, C#) and writing maintainable, testable code.
  • Experience with CRM integrations (Salesforce/Dynamics or similar) and common contact center patterns (screen pop, call logging, CTI).
  • Working knowledge of telephony fundamentals (SIP, PSTN basics, call flows, DTMF, codecs concepts) sufficient to troubleshoot with telecom partners.
  • Strong debugging skills across logs, API traces, and platform configuration; ability to translate business requirements into technical designs.

Preferred qualifications (nice-to-have)

  • Five9 certifications (if available/active) or comparable CCaaS certs.
  • Experience with WFO/WFM/QM integrations, speech analytics, or AI/IVA platforms.
  • Data/BI skills: SQL, Power BI/Tableau, building KPI layers for contact center reporting.
  • Experience with SSO/SAML, SCIM provisioning, and enterprise identity patterns.
  • Prior work in regulated environments (HIPAA, PCI, SOX, CJIS) and secure SDLC.

Typical deliverables

  • Five9 routing/IVR designs and build, environment promotion plans, integration services, monitoring/alerting hooks, and production runbooks.
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Requisition code: 328995