Description
Senior Implementation Engineer - Five9 VCC Solutions
Team: Delivery
Location: Toronto, Ontario
Commitment: Full-Time
Workplace Type: remote
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 Senior Consultant 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 TTEC’s 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 (Node.js, .NET, PHP, or Java) for integration utilities or middleware.
- Experience implementing SSO/SAML/OAuth authentication flows.
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About Us
TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ 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.
As part of our commitment to fair and efficient hiring practices, TTEC Digital uses artificial intelligence (AI) tools to help screen applications and match candidates to job requirements. These tools assist our human recruiters but do not make final hiring decisions.
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