Five9 Senior Consultant

TL;DR

Five9 Senior Consultant (Contact Center): Configure the core Five9 Intelligent CX Platform, build integrations with third-party CRM and ITSM systems, and perform end-to-end testing with an accent on complex configurations across VCC, IVR/IVA, WFA, QM/WEM, and digital channels. Focus on API integrations, custom JavaScript/HTML scripts, troubleshooting cross-layer issues, and ensuring successful enterprise deployments.

Location: Remote role, based in the US

Company

hirify.global pioneers engagement and growth solutions for exceptional customer experience (CX) in partnership with Five9 on AI-powered contact center technology.

What you will do

• Configure Five9 VCC and IVA applications, inbound/outbound campaigns, queues, skills, routing, and IVR/Studio flows per solution specifications.
• Implement WFA, QM/WEM, AI Insights, Agent Assist, dashboards, reports, and Supervisor Desktop configurations.
• Build, test, and troubleshoot REST/SOAP API integrations, webhooks, data mappings, and CRM/ITSM connectors like Salesforce, Dynamics, ServiceNow.
• Write and maintain JavaScript/HTML/CSS customizations for UI logic and embedded components.
• Perform configuration testing, validation, log capture, root cause analysis, and collaborate on complex troubleshooting across application, network, and telecom layers.
• Document configurations, participate in client calls, and contribute to best practice libraries and templates.

Requirements

• BA/BS in computer science, IT, engineering, or equivalent.
• 3+ years as Contact Center Professional Services Consultant.
• 3+ years hands-on with Five9 Intelligent CX Platform implementation/support.
• 3+ years configuring IVR/IVA in Five9 Studio.
• 1+ year CRM integrations (Salesforce, Dynamics, ServiceNow, Zendesk, NetSuite, Velocify).
• Developer skills: REST/SOAP APIs, webhooks, JavaScript/HTML/CSS, third-party API orchestration.
• Strong contact center fundamentals, troubleshooting across layers, communication, and documentation skills.

Nice to have

• Experience with WFA, WEM/QM, Agent Assist, Guidance Cards, Knowledge, reporting dashboards.
• Basic server-side experience (Node.js, .NET, PHP, Java).
• SSO/SAML/OAuth authentication flows.

Culture & Benefits

• Great Place to Work 2024-2025 certified across 14 countries.
• Equal opportunity employer committed to diverse and inclusive workforce.
• Part of TTEC Holdings with 60,000+ employees worldwide.