Contact Center Solutions Integrator – Five9

Job not on LinkedIn

🕒 June 5

🇨🇦 Canada – Remote

💵 $111k - $133k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

👻 Ghost score 19%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Phonism by Inlayer

WebsiteLinkedInAll Job Openings

11 - 50 employees

📡 Telecommunications

☁️ SaaS

🔧 Hardware

Telecommunications • SaaS • Hardware

Phonism by Inlayer is an advanced automation platform designed to deploy, manage, secure, and migrate SIP devices at scale. With a vendor-agnostic approach, Phonism enables customers to leverage Bring Your Own Device (BYOD) opportunities, efficiently manage a diverse range of devices, and enhance customer satisfaction through faster deployments and effective support. The platform currently supports over 315 devices and 1400 versions of firmware, making it a versatile solution for VoIP provisioning and device management.

📋 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