Roles & Responsibilities:
- Act as a Contact Center solution specialist, leading the design, configuration, and delivery of Five9-based customer interaction solutions across voice and digital channels
- Drive end-to-end solutioning, including IVR, omnichannel routing, agent desktop, and campaign configurations, aligned to business and customer experience objectives
- Actively contribute to and support pre-sales activities, including RFP responses, solution design, effort estimation, and development of proof of concepts (POCs)
- Play a key role across project delivery lifecycle—from requirement discovery and solution design to build, testing, and deployment
- Lead/participate in client workshops, requirement gathering sessions, and design discussions, translating business needs into scalable CCaaS solutions
- Contribute to practice development initiatives, including:
- Creation of point of views (POVs) on CX transformation and AI-driven contact centers
- Development of reusable assets, accelerators, and best practices
Professional & Technical Skills:
- 1–6 years of experience in Contact Center environments, with strong functional and technical expertise across Five9voice and digital channels (Chat, Email, SMS, WhatsApp, Web, Social) + Consulting experience
- Proven experience in Five9 implementations, including:
- CRM integrations (Salesforce/MS Dynamics) and Screen Pop configuration
- End-to-end solution design and deployment
- Strong experience in designing and implementing IVR and self-service solutions using Five9 IVR Script Designer / Studio, including speech-enabled solutions
- Hands-on experience with Omnichannel routing and orchestration, including ACD (skills-based routing, queues, call variables, dispositions)
- Strong knowledge of Five9 platform components, including:
- Dialer (Predictive, Progressive, Preview) and campaign management
- Agent Desktop Plus (ADP) and agent experience optimization
- Reporting & Analytics, dashboards, and performance tracking
- Call recording, quality monitoring, and compliance features
- Experience in integration and solution architecture, including:
- REST APIs, web services, and middleware integrations
- Five9 adapters/connectors and marketplace plugins
- Integration with enterprise systems and orchestration layers
- Hands-on experience or strong exposure to Intelligent Virtual Agent (IVA) for chatbot and voice bot implementations
- Experience integrating Five9 with NLU platforms (e.g., Dialogflow, Amazon Lex) for conversational AI solutions
- Understanding and application of AI-driven capabilities, including:
- Intelligent routing and automation
- Virtual assistants and self-service optimization
- Agent Assist and real-time guidance
- Speech analytics, sentiment analysis, and customer insights
- Ability to identify and implement AI-led use cases to improve customer experience, containment, and operational efficiency
- Awareness of RPA and automation frameworks in customer service ecosystems
Additional Information:
- Five9 certifications (Inbound, Outbound, Digital, IVA.) are a plus Experience working with Fortune 500 organizations, leading self-service vendors, or consulting firms is preferred
- An opportunity to work on transformative projects with key G2000 clients.
- Potential to co-create with leaders in strategy, industry experts, enterprise function practitioners, and business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.
- Ability to embed responsible business into everything—from how you service your clients to how you operate as a responsible professional.
- Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge, and capabilities.
- Opportunity to thrive in a culture that is committed to accelerating equality for all. Engage in boundaryless collaboration across the entire organization.
