Senior Implementation Engineer – Five9 VCC Solutions

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

📋 Description

• Set up Five9 VCC and IVA applications as per the solution specifications provided by Solution Architects and Business Analysts, adhering to established best practice guidelines.

• Develop and manage inbound and outbound campaigns, queues, skills, routing profiles, dispositions, pacing, dialing logic, and associated system settings.

• Configure IVR/Studio IVA flows, incorporating 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.

• Conduct comprehensive configuration testing and validation before customer UAT or deployment.

• Construct, test, and troubleshoot connectors, REST/SOAP API integrations, data mappings, and webhooks for CRM/ITSM integrations, ensuring support for OAuth/SAML authentication flows, error handling, and payload parsing.

• Write and maintain customizations in JavaScript/HTML/CSS (DOM manipulation, iframes, cookies, UI logic, and embedded components).

• Configure CRM/ITSM integrations such as Salesforce, Dynamics, ServiceNow, Zendesk, NetSuite, and Velocify.

• Diagnose issues across Five9 components and troubleshoot cross-layer problems involving application, browser, network/SIP/RTP/VoIP, and telecom. Perform log captures, scenario reproductions, and root cause analyses, collaborating with senior engineers/architects on complex challenges.

• Engage in client calls and technical working sessions, providing clear updates on progress, obstacles, and status to project managers and architects.

• Document configuration decisions, integration logic, test cases, and operational details, contributing to internal best practice libraries, reusable assets, and configuration templates.

⛳️ Requirements

• BA/BS in computer science, IT, engineering, or related field.

• Over 3 years of experience as a Contact Center Professional Services Consultant.

• More than 3 years of hands-on experience implementing or supporting the Five9 Intelligent CX Platform.

• At least 3 years of experience configuring IVR/IVA in Five9 Studio.

• More than 1 year of experience with CRM integrations (Salesforce, Dynamics, ServiceNow, Zendesk, NetSuite, Velocify).

• A developer skill set that includes:

• Building and debugging REST/SOAP APIs, webhooks, and event-driven integrations.

• Writing custom JavaScript/HTML/CSS for UI and integration functionalities.

• Calling and orchestrating third-party APIs (authentication, pagination, error handling, retries).

• A strong grasp of contact center fundamentals and CCaaS concepts.

• Proficiency in troubleshooting across application, network, and telecom layers.

• Exceptional communication, documentation, and customer engagement skills.

• Ability to handle multiple configurations, deadlines, and deliverables with minimal oversight.

• 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 in implementing SSO/SAML/OAuth authentication flows.

🏝️ Benefits

• Flexibility to work remotely.

• Opportunity for professional development.