Five9 Configurator

This is a remote position.

Five9 Configurator
Remote/Canada

• Platform Configuration: Building tenant-level environments from scratch, including user profiles, security permissions, agent scripts, and custom dispositions.
  
• Business Analysis Translation: Partnering with stakeholders to convert contact center goals into detailed technical specs and call-routing architecture.
  
• Automation & AI Workflows: Deploying data logging automation, self-service AI solutions, and Intelligent Virtual Agents (IVA).
  
• Root-Cause Analysis & Support: Serving as Tier 2/3 engineering support to troubleshoot routing drops, audio degradation, or integration failures.
  
• Compliance Management: Ensuring outbound strategy configuration strictly aligns with TCPA, DNC list requirements, and data privacy standard operations
  

• Most important skill is the ability to configure agent assistance ai summaries and transcripts.
  
• Preferably knows and understanding the salesforce CTI integration and WFA.
  
• IVR & Call Flow Design: Advanced proficiency in building and modifying Interactive Voice Response (IVR) systems, routing logic, schedules, and menus using Five9 Studio or Admin Console
  
• ACD & Advanced Routing: Expertise in configuring Automatic Call Distribution (ACD), omni-channel routing, and skill-based group queues.
  
• Campaign & Dialer Management: Deep understanding of outbound dialing concepts, including predictive/progressive pacing modes, list management, and Answering Machine Detection (AMD) tuning.
  
• CRM & Third-Party Integrations: Experience implementing web services and API connectors to sync Five9 with major CRM platforms like Salesforce, ServiceNow, and Zendesk.
  
• Reporting & Analytics: Ability to design custom business dashboards, configure operational KPIs, and build scheduled data extracts for workforce optimization.
  
• Telephony & Networking (VoIP): Solid grasp of Voice over IP (VoIP), SIP protocols, audio quality metrics (packet loss, jitter, MOS), and basic security practices.