Five9 CCaaS Engineer – IVA & Integrations Focus (100% Remote)

Condado is a cloud contact center consulting and delivery partner specializing in Contact Center as a Service (CCaaS) platforms. We help organizations implement, optimize, and support modern customer experience solutions across voice, digital channels, and integrations. Our teams work hands on with platforms such as NICE CXone, Five9, Zoom Contact Center, and Amazon Connect, delivering practical, reliable solutions for real client needs.

Condado is seeking a hands-on Five9 CCaaS Platform Engineer with strong experience in Five9 IVA, APIs, routing automation, and platform integrations.

This role is highly technical and execution focused. The ideal candidate will actively configure, deploy, troubleshoot, and optimize Five9 environments in production, including IVA workflows, routing logic, CRM integrations, and API-driven automations.

This is not a solution architect or pre-sales role. We are specifically looking for someone who has personally built and supported production-ready Five9 environments.

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  Configure and deploy Five9 environments in live production systems

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  Build and maintain:

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    IVRs

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    IVA workflows

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    Skills-based routing

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    Queues

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    Agent configurations

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    Routing automation logic

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  Configure inbound and outbound campaigns and dialing strategies

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  Work with Five9 APIs, query modules, webhooks, and integrations

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  Support CRM integrations (Salesforce preferred)

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  Troubleshoot routing, IVA, API, and integration-related issues

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  Participate in UAT, go-live, and hyper-care activities

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  Maintain technical documentation and configuration records

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  Support multiple client environments in parallel

• 3+ years of hands-on Five9 experience

• Strong experience configuring:

  • Five9 IVA

  • IVRs

  • ACD routing

  • Skills/queues

  • Campaigns

• Experience working with:

  • Five9 APIs

  • Query modules

  • Automation workflows

  • Webhooks or integrations

• Experience troubleshooting production routing and integration issues

• Understanding of contact center concepts and call flows

• Strong communication and documentation skills

• Comfortable in implementation and managed services environments

• Salesforce integration experience

• Experience with chatbot or conversational AI workflows

• Exposure to JSON, REST APIs, scripting, or automation logic

• Experience with NICE CXone, Amazon Connect, or Genesys Cloud

• Consulting or MSP experience

• English proficiency required

This role is best suited for:

• Hands-on implementation engineers

• Five9 IVA/configuration specialists

• Integration-focused CCaaS engineers

This role is NOT targeted toward:

• Pure TAM/support-only profiles

• Pre-sales architects

• Delivery managers

• Non-technical contact center supervisors