Position Details: Five9 Consultant

Description:

• Required:
• • 5-12 years of technology consulting experience, with a strong focus on
cloud contact center solutions and customer experience transformation
initiatives.

• Minimum of 4-8 years of hands-on experience implementing and supporting
Five9 cloud contact center solutions in enterprise-scale environments.

• Strong expertise in designing, configuring, and optimizing Five9 IVR
flows, call routing strategies, omnichannel engagement, and workforce
optimization capabilities.

• Proven experience integrating Five9 with CRM platforms such as
Salesforce, ServiceNow, Microsoft Dynamics, or other enterprise
applications using APIs, connectors, and middleware technologies.

• Hands-on experience with Five9 modules including Intelligent Virtual
Agent (IVA), Agent Desktop Plus, Call Recording, Quality Monitoring,
Workforce Management (WFM), and Analytics.

• Strong understanding of contact center operations, inbound/outbound
dialing strategies, ACD, IVR, CTI, voice/chat/email channels, and customer
journey optimization.

• Experience in designing secure, scalable, and highly available cloud
contact center architectures with integration to telephony providers and
enterprise systems.

• Knowledge of scripting and automation using JavaScript, REST APIs, JSON,
XML, and workflow automation tools.

• Experience with reporting and analytics tools, including Five9 reporting,
dashboards, SQL queries, and data analysis for operational insights and KPI
tracking.

• Familiarity with DevOps and release management practices, including CI/CD
processes, version control systems such as GitHub, and deployment
automation.

• Experience working in Agile delivery environments, actively participating
in sprint planning, backlog refinement, user story creation, and
stakeholder management.

• Ability to gather business requirements and translate them into scalable contact center solution architectures and technical designs.

• Strong understanding of end-to-end project lifecycle delivery, including assessment, solution design, implementation, testing, deployment, hypercare, and production support.

• Awareness of emerging customer experience, AI-driven contact center, conversational AI, and CCaaS technology trends and industry best practices.

• Excellent communication, client-facing, and collaboration skills with the ability to work across business and technical teams.

• Prior experience mentoring junior team members or leading small technical teams is highly desirable.

Key Improvements and Considerations:

• Five9 Platform Expertise Focus: Emphasizes strong hands-on experience with Five9 cloud contact center implementation, optimization, and integrations.

• Omnichannel & CX Transformation: Highlights customer experience transformation, digital engagement, and cloud-based contact center modernization initiatives.

• Technical Depth & Integration Skills: Covers Five9 architecture, APIs, CRM integration, automation, analytics, and cloud operations expertise.

• Scalable Cloud Delivery Experience: Focuses on enterprise-scale deployments, operational excellence, and secure cloud contact center design.

• Action-Oriented Responsibilities: Uses strong action-driven language such as architect, configure, optimize, integrate, automate, and enable to reflect consulting and delivery leadership.

• Leadership & Collaboration: Includes mentoring, stakeholder engagement, and Agile delivery experience as valuable strengths.

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