Principal Consultant - Five9/CCaaS solutions

United States·AustinRemoteFull-Timelead

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Overview

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

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TTEC Digital and Five9 have a long-standing partnership centered around delivering world-class AI-powered contact center solutions. Five9provides the cloud-native CCaaS technology while TTEC brings deep CX consulting, integration, deployment and optimization expertise!

TTEC Digital is hiring an experienced Five9 Principal Consultant, Implementation Engineer for implementation and delivery in our Professional Services organization. This is a remote role, based in the US and will report to the Executive Director of Technology Consulting.

You will configure the core Five9 Intelligent CX Platform, build integrations with third party applications such as CRM and ITSM systems, and perform end to end testing to ensure solutions function as designed. This hands on, execution focused role requires Five9 configuration experience and a developer background to build API integrations and customize JavaScript/HTML scripts. You will work across the Five9 product suite including VCC, IVR/IVA, WFA, QM/WEM, digital channels, and CRM/partner integrations while delivering high quality complex configurations and successful deployments for TTEC’s enterprise clients.

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.

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.