Senior Implementation Engineer – Five9, CCaaS Solutions
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Job Description
Five9 Principal Consultant focused on implementing AI-powered contact center solutions at TTEC Digital. Responsible for configuring the Five9 Intelligent CX Platform and ensuring successful client deployments.
Responsibilities:
- 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.
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