Five9 Cloud Developer

We're Hiring: Five9 Cloud Developer (AI & Digital)
Locations: Chicago, IL (Hybrid)

The Role If you're passionate about building AI-driven bot flows, modern Web Messaging experiences, and intelligent routing on Five9-we'd love to connect! We are looking for a Senior Developer/Lead to join our client-based Digital Customer Experience team. You will specialize in designing, configuring, and maintaining cloud contact center solutions, specifically focusing on IVR call flows, ACD, and routing logic within the Five9 Virtual Contact Center (VCC) platform. Key Responsibilities * IVR & Routing Design: Develop, test, and implement complex IVR scripts using Five9 Studio, call routing, and skills-based routing rules tailored for global markets. * AI & Digital Transformation: Build and optimize AI-driven Intelligent Virtual Agents (IVA) and bot flows to automate customer interactions. * System Configuration: Configure inbound/outbound/blended campaigns, ACD, voicemail, and customized agent desktop environments. * API & CRM Integration: Utilize Five9 REST APIs to integrate the platform with external CRM systems (e.g., Salesforce, ServiceNow, Microsoft Dynamics) for data-dips and screen pops. * Scripting & Optimization: Create JavaScript-based scripts for advanced call handling, automation, and data validation. * Reporting & Analytics: Customize dashboards for key performance indicators such as AHT (Average Handle Time), SLA, and ASA.
What You'll Bring * Experience: Minimum 5+ years of experience in Contact Center technology (CCaaS), with a strong focus on AI development. * Technical Skills: Deep expertise in IVR Scripting, Dialog design, and Conversational AI. * Development: Proficiency in JavaScript and working with RESTful APIs. * Domain Knowledge: Solid understanding of Cloud Contact Center operations and modern digital messaging (WhatsApp, Web Messenger, SMS). * Education: B.E./B.Tech/MCA or equivalent in Computer Science or a related field.