Principal Consultant – Five9, CCaaS Solutions

Role Overview

• Configure Five9 VCC and IVA applications according to solution specifications from Solution Architects and Business Analysts, following established best practice guidelines.
• Build and maintain inbound and outbound campaigns, queues, skills, routing profiles, dispositions, pacing, dialing logic, and related system settings.
• Configure IVR/Studio IVA flows, including nested call paths, external variables, context tables, foreign scripts, and Studio based IVA logic.
• Implement WFA, QM/WEM, AI Insights, Agent Assist, Guidance Cards, Knowledge, dashboards, reports, and Supervisor Desktop configurations.
• Perform thorough configuration testing and validation prior to customer UAT or deployment.
• Build, test, and troubleshoot connectors, REST/SOAP API integrations, data mappings, and webhooks for CRM/ITSM integrations including support for OAuth/SAML authentication flows, error handling and payload parsing.
• Write and maintain JavaScript/HTML/CSS customizations (DOM manipulation, iframes, cookies, UI logic, and embedded components).
• Configure CRM/ITSM integrations such as Salesforce, Dynamics, ServiceNow, Zendesk, NetSuite, and Velocify.
• Troubleshoot issues across Five9 components and diagnose cross layer problems spanning application, browser, network/SIP/RTP/VoIP, and telecom. Perform log capture, scenario reproduction, and root cause analysis, collaborating with senior engineers/architects on complex issues.
• Participate in client calls and technical working sessions, communicating progress, blockers, and status updates clearly to project managers and architects.
• Document configuration decisions, integration logic, test cases, and operational details, and contribute to internal best practice libraries, reusable assets, and configuration templates.

Requirements

• BA/BS in computer science, IT, engineering, or equivalent experience.
• 3+ years of experience working as a Contact Center Professional Services Consultant
• 3+ years of direct, hands on experience implementing or supporting the Five9 Intelligent CX Platform.
• 3+ years of experience configuring IVR/IVA in Five9 Studio.
• 1+ year of experience with CRM integrations (Salesforce, Dynamics, ServiceNow, Zendesk, NetSuite, Velocify).
• Developer skill set, including:
• Building and debugging REST/SOAP APIs, webhooks, and event driven integrations
• Writing custom JavaScript/HTML/CSS for UI and integration behaviors
• Calling and orchestrating third party APIs (authentication, pagination, error handling, retries)
• Strong understanding of contact center fundamentals and CCaaS concepts.
• Ability to troubleshoot across application, network, and telecom layers.
• Excellent communication, documentation, and customer engagement skills.
• Ability to manage multiple configurations, deadlines, and deliverables with minimal supervision.
• Experience with WFA, WEM/QM, Agent Assist, Guidance Cards, Knowledge, and reporting dashboards.
• Basic server side experience (Node.js, .NET, PHP, or Java) for integration utilities or middleware.
• Experience implementing SSO/SAML/OAuth authentication flows.

Tech Stack

• ITSM
• Java
• JavaScript
• Node.js
• PHP
• ServiceNow
• SOAP
• VoIP
• .NET

Benefits

• Medical, dental, vision
• tax-advantaged health care accounts
• financial and income protection benefits
• paid time off (PTO) and wellness time off.