Senior Technical Consultant, Five9
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Job Description
Senior Five9 consultant designing, implementing and supporting cloud contact centre solutions. Configuring telephony, IVR, diallers and CRM integrations for international clients.
Responsibilities:
- Design, configure and implement Five9 Contact Centre solutions for client environments
- Lead technical discovery sessions and translate business requirements into practical Five9 solutions
- Configure inbound and outbound campaigns, including Predictive, Progressive, Preview and Power Diallers
- Design and configure IVR workflows, call routing, skills, queues and failover logic
- Implement and support integrations between Five9, CRM platforms and third-party applications using APIs
- Troubleshoot complex Five9 issues involving agent connectivity, telephony, call routing and integrations
- Support enterprise Five9 implementations, migrations and production environments
- Conduct system testing and User Acceptance Testing before deployments
- Monitor system performance, conduct health checks and recommend improvements
- Manage technical incidents and provide root-cause analysis for high-priority issues
- Produce technical documentation and solution designs
- Provide technical guidance and training to clients, administrators and internal teams
Requirements:
- Strong hands-on experience implementing, configuring and supporting Five9
- Experience with enterprise contact centre or CCaaS environments
- Strong knowledge of inbound/outbound campaigns, diallers, IVR and call routing
- Experience with CRM and API integrations, ideally including Salesforce
- Understanding of SIP, VoIP and contact centre telephony
- Experience troubleshooting complex production issues
- Strong client-facing communication and technical consulting skills
- Experience delivering implementations from requirements gathering through to go-live and ongoing support
- Five9 certification advantageous
- Experience with Zendesk, Salesforce, Genesys, Amazon Connect or similar CCaaS platforms advantageous
- Experience with REST APIs, SQL, Azure or AWS advantageous
- Previous experience supporting UK or international clients advantageous
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