Technical Lead

🕒 il y a 20 jours

🌲 North Carolina, Ohio, +2 états de plus – Distant

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

💵 $152 618 - $179 550 / an

⏰ Temps Plein

🟠 Senior

🧑‍💻 Développeur Full-Stack

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TELUS Digital

Site WebLinkedInTous les Emplois

201 - 500 employés

💼 Conseil

📣 Marketing

📦 Logistique

Consulting • Marketing • Logistics

TELUS Digital est une société de conseil numérique primée qui combine la conception centrée sur l'humain, l'ingénierie logicielle, la science des données et l'IA générative pour créer des expériences numériques et des plateformes alimentées par l'IA pour des marques mondiales. L'entreprise offre des services dans la stratégie d'expérience, la recherche et le design UX, l'ingénierie et l'architecture, la science et l'ingénierie des données, le marketing numérique, et la livraison de produits/projets, et opère Fuel iX™, un moteur d'IA générative axé sur l'entreprise pour aider les entreprises à faire passer les initiatives d'IA en production. TELUS Digital met l'accent sur une culture collaborative, le recrutement à l'échelle mondiale et l'accessibilité dans ses pratiques d'embauche.

Description

• 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.

🎯 Exigences

• 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.

🏖️ Avantages

• Offers Bonus