Contact Center Solutions Integrator – Five9

This is a fully remote position, open to applicants in Canada.

📋 Description

• Serve as a technical consultant with comprehensive knowledge of CCaaS solutions.

• Support the business analyst in collecting both business and technical requirements while maintaining build documentation.

• Execute, configure, and test proposed solutions, which may involve:

• Setting up CCaaS instances and configuring SIP trunking and integrations.

• Developing Voice Bots, Chat Bots, Self-service IVRs, and DTMF IVRs.

• Conducting system configurations and creating users, skills, queues, inbound/outbound campaigns, etc.

• Designing Omni-channel experiences.

• Implementing AI-driven tools such as real-time transcription, agent assist, speech and text analytics, and predictive engagement.

• Engage in the development of AI applications.

• Maintain a technical library that includes processes, scripts, common module descriptions, or any other relevant documentation to efficiently execute projects.

• Continuously acquire and retain knowledge of partner solutions, staying updated with new features and releases.

• Contribute insights to the company-wide knowledge base.

• Participate in internal initiatives that enhance the quality or efficiency of integration services.

• Provide training to end users as required (agents, supervisors, administrators, etc.).

• Assist in addressing special product-related issues or complex escalated support cases as necessary.

• Undertake any other relevant responsibilities.

⛳️ Requirements

• Extensive knowledge of Five9 Contact Center.

• Technical expertise in Cloud services (Azure, AWS, GCP).

• Experience in Contact Center operations involving Inbound/Outbound/Email/Messaging/SMS.

• Significant experience in developing Intelligent Virtual Assistants (IVAs).

• Proficiency in integrating CCaaS solutions with third-party platforms (CRMs, ERPs, ticketing, payment processing, UC, WFM, BI, etc.).

• Familiarity and comfort with Rest APIs.

• Proficient in C# or HTML & JavaScript.

• Fluency in English (required) and French (strong asset).

• A university degree in a related field.

• At least 5 years of experience in a Contact Center environment.

• A minimum of 3 years of experience in deploying CCaaS solutions.

• Ability to work autonomously and be self-motivated.

• Capability to manage multiple projects concurrently.

• Willingness to travel.

• Demonstrated leadership and assertiveness skills.

• Capacity to manage customer expectations and deliverables to successfully complete projects within scope, timeline, budget, and ensure full customer satisfaction.

• Dedicated, action-oriented, intelligent, and inquisitive.

• Humble, hungry, and people-smart.

🏝️ Benefits

• Comprehensive health insurance.

• Opportunities for professional development and training.

• Flexible work hours and remote work options.

• Collaborative and innovative work environment.

• Employee assistance programs.