Five9 Tool Support Junior

Position Description:

Position Description
Company Profile:
Founded in 1976 CGI is among the largest independent IT and business consulting services firms in the world. With 94000 consultants and professionals across the globe CGI delivers an end-to-end portfolio of capabilities from strategic IT and business consulting to systems integration managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results. CGI Fiscal 2024 reported revenue is CA$14.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more at .

Job Title: Five9 Tool Support
Position: SE
Experience: 1 to 3 years
Category: Software Development/ Engineering
Shift: EST business hours (5:30 PM IST to 2:30 AM IST)
Main location: Bangalore Chennai
Position ID: J0726-1666
Employment Type: Full Time
Education Qualification: Bachelors degree in Computer Science or related field or higher with minimum 1 years of relevant experience.

Job Summary
We are looking for a Junior Five9 Tool Support Specialist to join our Contact Center Technology Support team. This is an entry-level first-line support role focused on real-time monitoring ticket triage and basic troubleshooting of the Five9 Cloud Contact Center platform. The ideal candidate is detail-oriented eager to learn contact center technology and comfortable working in a fast-paced shift-based support environment. This role offers a strong foundation and clear growth path toward Senior (L2) and Lead (L3) Five9 Support roles.
Key Responsibilities
Monitor Five9 dashboards queues IVR flows and real-time reporting for call routing anomalies agent availability issues and system alerts.
Perform first-level triage of incoming incidents/tickets related to Five9 (login issues softphone/headset connectivity agent state issues missed call routing).
Log categorize and prioritize tickets in the ITSM tool (e.g. ServiceNow/Jira) with accurate severity classification (P1P4).
Perform basic troubleshooting: agent station resets skill/queue reassignment password resets softphone reconfiguration and browser/network connectivity checks.
Follow documented runbooks and knowledge-base (KB) procedures for known issues and standard requests (e.g. adding/removing agents from campaigns basic IVR prompt checks).
Escalate unresolved or complex issues to L2/L3 within defined SLA windows ensuring complete documentation of steps already taken.
Support day-to-day administrative tasks: user provisioning/deprovisioning basic skill/campaign assignment and agent profile updates under supervision.
Communicate proactively and professionally with end users agents and supervisors on incident status and expected resolution timelines.
Participate in shift handover calls and maintain accurate shift logs for continuity of support.
Assist in creating and updating KB articles and FAQs based on recurring issues.
Follow standard operating procedures (SOPs) and escalation matrices consistently and accurately.
Attend training sessions and shadow senior specialists to build platform knowledge and progress toward L2 responsibilities.
Must-Have Skills
Basic understanding of contact center concepts (ACD IVR call routing agent states) or strong aptitude to learn quickly.
Familiarity with ticketing/ITSM tools (ServiceNow Jira Zendesk or similar) for logging and tracking incidents.
Basic troubleshooting skills related to desktop browser network connectivity and VoIP/softphone applications.
Strong verbal and written communication skills for clear incident documentation and user interaction.
Good analytical and problem-solving skills with attention to detail.
Ability to follow structured processes runbooks and escalation procedures accurately.
Willingness to work in a 24x7 rotational shift model including weekends/holidays as per business needs.
Basic proficiency with MS Office/Google Workspace (Excel/Sheets Outlook/Gmail Teams/Slack).
Ability to multitask and stay composed while handling multiple concurrent tickets/alerts.
Good-to-Have Skills
Prior exposure to Five9 or any other CCaaS/UC platform (Genesys NICE inContact/CXone Avaya Cisco Webex Contact Center Amazon Connect).
Basic understanding of VoIP/SIP telephony concepts and common voice quality issues (latency jitter packet loss).
Exposure to CRM tools such as Salesforce Zendesk or MS Dynamics.
Basic knowledge of SQL or data/reporting concepts.
Prior experience in a BPO helpdesk or technical support environment.
Awareness of ITIL fundamentals (incident problem and change management).
Interest in scripting/automation basics (JavaScript Python) as a stepping stone toward L2/L3 growth.
Education & Experience
Bachelors degree in Computer Science Information Technology Telecommunications or related field (or equivalent practical experience/diploma).
12 years of experience in technical/helpdesk support; with strong aptitude and communication skills are encouraged to apply.
Why Join Us
Great starting point to build a career in Cloud Contact Center technology (CCaaS).
Hands-on exposure to a leading enterprise contact center platform used across industries.
Structured training mentorship and certification support (Five9 Administrator Certification).
Clear defined career progression path from Junior (L1) to Senior (L2) and Lead (L3) roles.
Collaborative supportive team environment with experienced mentors.

Skills:

• Cloud Computing
• Communication
• Contact Ctr Workforce Mgmt Sol
• RESTful (Rest-APIs)
• Salesforce CRM

What you can expect from us:

Together as owners lets turn meaningful insights into action.

Life at CGI is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because

You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise.

Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

That same commitment to fairness extends to how we use technology. To support our recruitment team AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

Come join our teamone of the largest IT and business consulting services firms in the world.