Technical Lead

🕒 Julho 17

🌲 North Carolina, Ohio, +2 estados a mais – Remoto

🌲 North Carolina – Remote 🏈 Ohio – Remote 🍂 Massachusetts – Remote ⚔️ Virginia – Remote

💵 $152.618 - $179.550 / ano

⏰ Tempo Integral

🟠 Sênior

🧑‍💻 Engenheiro Full-stack

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TELUS Digital

SiteLinkedInTodas as Vagas

201 - 500 funcionários

💼 Consultoria

📣 Marketing

📦 Logística

Consulting • Marketing • Logistics

A TELUS Digital é uma consultoria digital premiada que combina design centrado no ser humano, engenharia de software, ciência de dados e IA generativa para criar experiências e plataformas digitais impulsionadas por IA para marcas globais. A empresa oferece serviços de estratégia de experiência, pesquisa e design de UX, engenharia e arquitetura, ciência e engenharia de dados, marketing digital e entrega de produtos/projetos, e opera o Fuel iX™, um motor de IA generativa focado em empresas para ajudar negócios a mover iniciativas de IA para produção. A TELUS Digital enfatiza uma cultura colaborativa, contratação global e acessibilidade em suas práticas de contratação.

Descrição

• Own the end-to-end technical design of Five9 solutions, producing Technical Design Documents and architecture that align to Five9 best practices, client requirements, and TELUS Digital delivery standards. • Configure and implement Five9 Intelligent CX solutions across voice, digital, and outbound channels — including IVR / Studio scripts, skills-based routing, inbound/outbound/blended campaigns and dialing strategies, agent desktop, and workflow automation. • Design and build integrations using Five9 APIs, web services, and connectors to CRM, UC, data, and third-party platforms (e.g., Salesforce, ServiceNow, Microsoft Dynamics, Zendesk, Microsoft Teams). • Implement Five9 AI capabilities — intelligent virtual agents, agent assist, and digital engagement — to drive automation and improved customer experience. • Provide technical direction to application engineers, review configurations and integrations, and support System Integration Testing (SIT), User Acceptance Testing (UAT), and go-live to ensure solutions meet quality and performance standards. • Produce "as-built" documentation, configuration guides, and runbooks, and lead technical walkthroughs and handover to the client's operations or managed support teams. • Lead hyper-care immediately following go-live, troubleshooting issues and optimizing platform performance and configuration. • Act as a technical advisor on Five9 platform capabilities, supporting account and solutioning teams with discovery, solution demonstrations, proofs of concept, and effort estimation as needed. • Contribute reusable assets, accelerators, and best practices to the Five9 practice, and mentor engineers to grow the team's technical depth.

🎯 Requisitos

• 5+ years of contact center / CCaaS implementation experience, with deep, hands-on expertise configuring and deploying Five9. • Proven hands-on Five9 configuration experience across IVR / Studio, ACD and skills-based routing, inbound/outbound/blended, campaigns and dialer strategies, and agent desktop. • Experience designing and building integrations using Five9 APIs, web services, and CRM / UC connectors. • Comfort in customer-facing settings, with the ability to advise stakeholders on Five9 platform capabilities and support pre-sales activities such as demonstrations, proofs of concept, and estimation. • Strong solution design skills, with the ability to produce technical design documentation and lead a team of engineers in executing against it. • Familiarity with Five9 reporting, analytics, and quality / workforce optimization capabilities. • Working knowledge of web technologies (HTML, CSS, JavaScript) and data formats (JSON, XML, REST) used for custom development and integrations. • Strong written and verbal communication skills, with the ability to explain technical concepts to both technical and business stakeholders. • Demonstrated leadership and mentoring ability within cross-functional delivery teams. • Bachelor's degree in Computer Science, Engineering, or equivalent practical experience.

🏖️ Benefícios

• Offers Bonus