Senior Consultant Five9
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Job Location:
Monthly Salary:
Posted on:
8 hours ago
Vacancies:
1 Vacancy
Job Summary
Position Purpose
The Five9/CCaaS Senior Consultant is responsible for leading end-to-end design and delivery of scalable secure and high-performing contact center solutions. This role acts as the primary technical authority driving architecture integrations and implementation while ensuring customer satisfaction and adherence to best practices across the delivery lifecycle.
Key Responsibilities
Lead business and technical requirement discussions and translate them into scalable CCaaS architectures.
Own end-to-end solution delivery including design configuration testing deployment and rollout.
Serve as the primary technical authority across multiple concurrent initiatives.
Provide technical leadership code reviews governance and quality assurance.
Guide customers on best practices related to performance scalability security and reliability.
Design and deploy Five9 solutions including VCC Core outbound campaigns and dialing strategies.
Develop IVR/IVA solutions with complex call flows variables and scripting.
Implement Workforce Automation (WFA) and AI-driven capabilities.
Configure dashboards reporting and supervisor tools.
Architect and implement integrations with CRM/ITSM systems using APIs and webhooks.
Implement identity and authentication solutions (SSO SAML OAuth).
Troubleshoot complex issues across application network cloud and telecom layers.
Collaborate with project managers for estimation risk management and timely delivery.
Lead and mentor team members to enhance technical capabilities and delivery quality.
Deliver client presentations demos and solution recommendations.
Technical Expertise
Strong expertise in Five9 Intelligent CX Platform and CCaaS architecture.
Hands-on experience with IVR IVA bots and speech-enabled solutions.
Deep knowledge of outbound dialing strategies and campaign optimization.
Experience in designing enterprise-grade integrations using REST/SOAP APIs.
Strong understanding of authentication protocols (SSO SAML OAuth).
Expertise in troubleshooting across application network and telecom layers.
Knowledge of CRM/ITSM integrations (Salesforce ServiceNow etc.).
Strong understanding of scalability performance tuning and secure architecture design.
Competency
Personal
Strong problem-solving skills adaptability attention to detail and a results-oriented mindset.
Operations
Strong ability to manage multiple projects prioritize tasks and ensure timely delivery.
Communication
Excellent verbal and written communication with strong client-facing and presentation skills.
Technology Stack
Five9 Intelligent CX Platform (VCC Core IVA WFA WFM QM AI tools)
Web Technologies: HTML JavaScript CSS DOM
Frameworks/Libraries: jQuery Bootstrap AngularJS
APIs & Integration: REST SOAP AJAX XML JSON Webhooks
Backend Technologies: PHP
CRM/ITSM: Salesforce ServiceNow Dynamics Zendesk NetSuite Velocify
Authentication: SSO SAML OAuth
Education Experience and Certification
Bachelors degree in Computer Science IT Engineering or related field (preferred).
8 years of experience in Contact Center/CCaaS Professional Services.
5 years of hands-on architecture experience with Five9 platform.
5 years of development experience in web and integration technologies.
3 years of experience integrating CRM/ITSM platforms.
Strong experience in enterprise-level solution design and implementation.
Proven expertise in troubleshooting and delivering customer-facing solutions.
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.
Required Experience:
Senior IC
Key Skills
About Company
We believe that humanity and technology should âco-exist, and that at the nexus of the âmost powerful experiences, humanity and technology collide. At TTEC Digital, we combine the expertise, innovation, partnerships, and passion of three industry-leading customer experience com ... View more
