Contact Center Solutions Integrator – Five9

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Phonism by Inlayer

WebsiteLinkedInAll Job Openings

11 - 50 employees

An advanced automation platform designed to deploy, manage, secure and migrate SIP devices at scale.

📋 Description

• Act as a technical advisor with expert understanding of partnering CCaaS solutions • Assist the business analyst in gathering business and technical requirements and maintain build books • Implement, configure and test proposed solutions, which may include: • Spin up CCaaS instances and configure SIP trunking and integrations • Build Voice Bots, Chat Bots, Self-service IVRs and DTMF IVRs • Perform system configurations, create users, skills, queues, inbound/outbound campaigns, etc. • Build Omni-channel experiences • Deploy AI driven tools such as real-time transcription, agent assist, speech and text analytics, predictive engagement, etc. • Participate in AI application builds • Maintain technical library with processes, scripts, common module descriptions or any other relevant documentation that can be used to efficiently deliver projects. • Acquire and maintain knowledge of partnering solutions’ offering, remaining up to speed with all new features and releases. • Contribute learnings to company-wide knowledge base • Participate in internal projects that enhance the quality or efficiency of integration services • Provide training to end users as required (agents, supervisors, administrators, etc.) • Assist in resolving special product-related issues or complex escalated support cases as needed. • Any other relevant duties.

🎯 Requirements

• In depth knowledge of Five9 Contact Center • Technical proficiency in Cloud services (Azure, AWS, GCP) • Contact Center Experience working with Inbound/Outbound/Email/Messaging/SMS • Significant experience developing IVAs • Expertise integrating CCaaS solutions with third party platforms (CRMs, ERPs, ticketing, payment processing, UC, WFM, BI, etc.) • Knowledge and comfort working with Rest APIs • C# or HTML & Javascript • Fluency in English (required) and French (strong asset) • University degree in a related field • Minimum 5 years of Contact Center experience • Minimum 3 years deploying CCaaS solutions • Ability to work in a self-directed and self-motivated environment • Ability to manage multiple projects at the same time • Ability to travel • Leadership and assertiveness • Ability to manage customer expectations and deliverables to successfully deliver projects within scope, timeline, budget and with full customer satisfaction • Dedicated, Action Oriented, Smart & Inquisitive • Humble, Hungry, People smart