Experience : 3 to 7 years of contact center implementation experience with strong Five9 exposure

Job Summary :

The Five9 Implementation Engineer will be responsible for designing, configuring, implementing, and optimizing Five9 cloud contact center solutions. This role requires hands-on expertise in intelligent call routing, IVR/IVA Studio, campaign and dialer management, reporting, CRM integrations, and agent desktop configuration. The engineer will work closely with business stakeholders, operations teams, and IT to deliver scalable, high-performing contact center environments.

Key Responsibilities :

Intelligent Call Routing & ACD :

- Design and configure skill-based routing, priority queues, and business-rule-driven call distribution using Five9 ACD.

- Develop and optimize call flows to improve customer experience and reduce handle time.

- Implement advanced routing strategies based on skills, ANI, DNIS, customer attributes, time-of-day, and business priorities.

- Configure failover and overflow routing to ensure high availability.

Campaign & Dialer Management :

- Configure and manage inbound, outbound, and blended campaigns in Five9.

- Implement and tune dialer strategies (predictive, progressive, power, preview) to maximize agent productivity and compliance.

- Manage contact lists, calling windows, retry logic, pacing, and compliance rules (DNC, TCPA).

- Monitor and optimize campaign performance through real-time and historical data.

IVR & Self-Service Design (Five9 IVR / IVA Studio) :

- Design, build, and maintain IVR menus and self-service call flows using Five9 IVR / IVA Studio.

- Implement call steering, menu logic, data dips, and conditional branching.

- Integrate IVR flows with backend systems via APIs or web services.

- Optimize IVR containment and customer journey based on analytics and feedback.

Reporting & Analytics :

- Configure and maintain Five9 real-time and historical reports for operations and leadership.

- Develop custom reports and dashboards aligned with contact center SLAs and KPIs such as ASA, AHT, CSAT, FCR, service level, and occupancy.

- Support data extraction and integration with external BI tools if required.

- Provide insights and recommendations to improve operational performance.

CRM & System Integrations :

- Integrate Five9 with CRM platforms (e.g., Salesforce, ServiceNow, Zendesk, Dynamics) using CTI, APIs, and screen pops.

- Configure call-associated data, activity logging, and click-to-dial functionality.

- Support SSO and user provisioning integrations.

- Collaborate with application and integration teams to troubleshoot and enhance integrations.

Agent Desktop Configuration & Management :

- Configure agent desktops, roles, permissions, and profiles in Five9.

- Set up and manage call monitoring, whisper, barge-in, and quality management features.

- Configure and maintain call recordings, retention policies, and access controls.

- Support agent onboarding, training, and production issues.

Testing, Deployment & Support :

- Conduct unit testing, UAT, and production validation for Five9 deployments.

- Support go-live activities, hypercare, and ongoing production support.

- Troubleshoot voice quality, routing, dialer, and integration issues.

- Maintain technical documentation, configuration guides, and runbooks.

Required Skills & Qualifications :

Mandatory :

- Strong hands-on experience with Five9 implementations

- Five9 IVR / IVA Studio scripting

- Skill-based routing, ACD, and call flow design

- Campaign and dialer configuration

- Reporting and analytics in Five9

- CRM integrations using CTI and APIs

- VoIP, SIP, and contact center fundamentals