Job Description :
Job Title: Five9 Contact Center ConsultantLocation: US Office – New YorkEmployment Type: Sub-contractorExperience Level: 10–12+ YearsRole OverviewWe are seeking an analytical and technical Five9 Consultant to lead the deployment, customization, and optimization of enterprise cloud contact center solutions. You will collaborate with business stakeholders, IT partners, and customer service teams to translate operational goals into scalable cloud infrastructure, handling end-to-end implementation across IVR development, CRM integrations, and performance tuning.Key ResponsibilitiesSolution Design & Implementation: Lead discovery sessions to design scalable Five9 contact center architectures and multi-channel routing strategies. Build, test, and optimize complex inbound/outbound IVR scripts, Interactive Virtual Assistants (IVAs), and call distribution strategies. Configure WFO, QM, and WFM tools to optimize staffing.System Integration & Technical Delivery: Architect and configure seamless integrations between Five9 and enterprise CRMs (Salesforce, ServiceNow, Zendesk, or Microsoft Dynamics). Utilize Five9 REST/SOAP APIs and webhooks for proprietary database integration. Validate VoIP/WebRTC setups, SIP trunking, bandwidth, and firewall configurations.Analytics, Administration & Support: Design custom real-time dashboards and historical reporting frameworks to measure key metrics (SLA, CSAT, AHT). Provide Tier 3 support and hypercare troubleshooting to resolve configuration, carrier, or integration issues post-launch.Qualifications & ExperienceExperience: 10 to 12+ years in Contact Center as a Service (CCaaS) or UCaaS deployments, with at least 5 years of direct hands-on experience implementing or managing the Five9 platform.Education: Bachelor’s degree in Computer Science, Information Systems, Telecommunications, or equivalent practical experienceTechnical Competencies:Deep understanding of ACD, skills-based routing, and IVR visual script variablesProficiency in JSON, XML, REST/SOAP APIs, JavaScript, and web integration conceptsStrong grasp of VoIP protocols, SIP signaling, WebRTC, and network architectureCertifications & Skills: Five9 Certified Implementation Partner or Platform Administrator credentials preferred (CCaaS/Salesforce certifications a plus). Strong consultative, communication, and multi-layer troubleshooting skills
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