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.
