Five9 Developer/Architect

Location: Chicago
Experience: 10-20+ years (Five9-specific experience required)

We are seeking an experienced Five9 Developer to design, configure, customize, and support Five9 cloud contact center solutions. The ideal candidate will have deep hands-on experience with Five9 IVR, call flows, scripting, APIs, integrations, and reporting, and will work closely with business, telecom, and application teams to deliver scalable and high-availability contact center solutions.

• Design, develop, and maintain Five9 IVR call flows, scripts, and routing logic

• Configure skills-based routing, queues, campaigns (inbound/outbound/blended)

• Implement ACD, call recording, voice mail, callbacks, and dialer configurations

• Optimize call flows for performance, customer experience, and SLA adherence

• Develop and support Five9 REST APIs & Web Services integrations

• Integrate Five9 with CRM systems (Salesforce, ServiceNow, Zendesk, etc.)

• Implement CTI integrations, screen pops, and data dips

• Handle real-time and historical data exchange between Five9 and external systems

• Create and maintain Five9 scripts using JavaScript-based scripting

• Implement business logic, validations, and conditional routing

• Support automation for agent workflows and call handling

• Configure and customize Five9 reports, dashboards, and KPIs

• Analyze call metrics (ASA, AHT, abandon rate, service levels)

• Support workforce management and operational reporting needs

• Troubleshoot production issues related to call routing, IVR failures, latency, and dropped calls

• Perform deployments, upgrades, and environment configurations

• Support UAT, go-live, and post-production stabilization

• Ensure compliance with security, audit, and data privacy standards

• 3+ years hands-on Five9 development/configuration experience

• Strong experience with Five9 IVR, scripting, and call routing

• Experience with Five9 APIs, Web Services, and integrations

• Solid understanding of contact center concepts (ACD, CTI, IVR, WFM)

• JavaScript experience (for Five9 scripting)

• Strong troubleshooting and debugging skills in production environments

• Experience with Salesforce / ServiceNow / Zendesk integrations

• Knowledge of SIP, VoIP, call flows, telecom fundamentals

• Experience with cloud contact center migrations

• Five9 certifications (preferred, not mandatory)

• Strong communication with business and technical stakeholders

• Ability to work independently and own end-to-end Five9 solutions

• Problem-solver mindset with attention to detail

• Comfortable in fast-paced, production-critical environments