Principal Consultant Five9CCaaS solutions

TTEC Digital

Job Location:

Austin, TX - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

At TTEC Digital we coach clients to ensure their employees feel valued and fully supported because an amazing customer experience is an employee first process. Our vision is the same a place where employees know they can thrive.

TTEC Digital and Five9 have a long-standing partnership centered around delivering world-class AI-powered contact center solutions. Five9provides the cloud-native CCaaS technology while TTEC brings deep CX consulting integration deployment and optimization expertise!

TTEC Digital is hiring an experienced Five9 Principal Consultant Implementation Engineer for implementation and delivery in our Professional Services organization. This is a remote role based in the US and will report to the Executive Director of Technology Consulting.

You will configure the core Five9 Intelligent CX Platform build integrations with third party applications such as CRM and ITSM systems and perform end to end testing to ensure solutions function as designed. This hands on execution focused role requires Five9 configuration experience and a developer background to build API integrations and customize JavaScript/HTML scripts. You will work across the Five9 product suite including VCC IVR/IVA WFA QM/WEM digital channels and CRM/partner integrations while delivering high quality complex configurations and successful deployments for TTECs enterprise clients.

What you will be doing

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.

What skills you will bring

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 ( .NET PHP or Java) for integration utilities or middleware.
Experience implementing SSO/SAML/OAuth authentication flows.

$100000 - $120000 a year

What You Can Expect

An annual incentive program

Medical dental and vision

Tax-advantaged healthcare accounts including life and disability insurance

Financial and income protection benefit

Paid time off (PTO) paid holidays wellness time off and parental leave

Tuition reimbursement and access to thousands of free online courses

Career development and advancement opportunities

#LI-BN1

This position is eligible to participate in an annual incentive program. Actual compensation offered to a candidate may vary based upon geographic location work experience education and/or skill levels.

Benefits available to eligible employees include the following:

- Medical dental vision

- tax-advantaged health care accounts

- financial and income protection benefits

- paid time off (PTO) and wellness time off.

This job posting will remain open until we have identified an adequate applicant pool. Applicants are strongly encouraged to apply early.

About Us

TTEC Digital and our 1800 employees pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company TTEC Engage is a 60000 employee service company with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need they can draw from these independently managed centers of excellence TTEC Digital and TTEC Engage.

We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age race color religion sex sexual orientation gender identity national origin disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

Rarely do applicants meet all desired job qualifications so if you feel you would succeed in the role above please take a moment and share your qualifications.

#LI-Remote

We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.

Required Experience:

Staff IC