Senior Implementation Engineer – Five9 VCC Solutions

🕒 April 1

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TTEC Digital

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤖 Artificial Intelligence

🤝 B2B

Artificial Intelligence • B2B • Customer Experience

TTEC Digital is a leader in customer experience transformation, combining technology and human empathy to enhance customer interactions. With a focus on artificial intelligence, contact center technology, and customer relationship management, TTEC Digital delivers tailored solutions for mid-market digital transformation. Their comprehensive offerings include data analytics, CX strategy and design, and managed services that optimize customer engagements across various industries.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• Flexibility to work remotely • Opportunity for professional development