Senior Technical Consultant, Five9

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

📋 Description

• Design, configure, and implement Five9 Contact Centre solutions tailored for client environments.

• Facilitate technical discovery sessions and convert business needs into actionable Five9 solutions.

• Set up inbound and outbound campaigns, including Predictive, Progressive, Preview, and Power Diallers.

• Develop and configure IVR workflows, call routing, skills allocation, queues, and failover logic.

• Execute and maintain integrations between Five9, CRM systems, and third-party applications utilizing APIs.

• Diagnose intricate Five9 issues related to agent connectivity, telephony, call routing, and integrations.

• Offer support for enterprise-level Five9 implementations, migrations, and production environments.

• Perform system testing and User Acceptance Testing prior to deployments.

• Oversee system performance, conduct health checks, and suggest enhancements.

• Handle technical incidents and deliver root-cause analysis for critical issues.

• Create technical documentation and solution designs.

• Offer technical guidance and training to clients, administrators, and internal teams.

⛳️ Requirements

• Extensive hands-on experience in implementing, configuring, and supporting Five9.

• Background in enterprise contact centre or CCaaS environments.

• In-depth knowledge of inbound/outbound campaigns, diallers, IVR, and call routing.

• Experience with CRM and API integrations, preferably including Salesforce.

• Familiarity with SIP, VoIP, and contact centre telephony.

• Proven experience in troubleshooting complex production issues.

• Strong client-facing communication and technical consulting abilities.

• Experience in delivering implementations from requirements gathering to go-live and ongoing support.

• Five9 certification is a plus.

• Background with Zendesk, Salesforce, Genesys, Amazon Connect, or similar CCaaS platforms is advantageous.

• Experience with REST APIs, SQL, Azure, or AWS is beneficial.

• Previous experience supporting UK or international clients is a plus.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and training.

• Flexible working hours and remote work options.

• Comprehensive health and wellness benefits.

• Collaborative and inclusive company culture.