Contact Center Dev Lead - Five9 /Twilio

Our Client, an IT Services and Consultant company, is looking for a Contact Center Dev Lead - Five9 /Twilio for their Remote location.

Responsibilities:

• Contact Center Solution Design
• Design end-to-end Five9 VCC contact center solutions aligned with business and compliance requirements.
• Create high-level and low-level design documents (HLD/LLD).
• Architect IVR call flows, routing strategies, skills-based routing, and omnichannel configurations.
• Design secure and scalable integrations with CRM systems, APIs, and backend platforms.
• Ensure solutions meet high availability, disaster recovery, and resiliency standards.
• Installation & Implementation
• Lead deployment and configuration of Twilio/ Five9 VCC environments (Production, UAT, Dev).
• Configure campaigns (inbound/outbound/blended), skills, agents, queues, and routing rules.
• Implement IVR scripts, call flows, and Twilio/ Five9 configurations.
• Support telephony setup including SIP trucking and PSTN integrations.
• Coordinate with network, security, and infrastructure teams during implementation.
• Perform system validation testing and go-live support.
• Configuration & Administration
• Configure Five9 modules including ACD, IVR, WFM, Reporting, and Call Recording.
• Manage User provisioning, Roles, and Access controls.
• Implement Call routing logic, Call recording rules, and Compliance configurations.
• Monitor system performance and optimize routing and capacity planning.
• Troubleshoot call quality, connectivity, and configuration-related issues
• Cloud Engineering
• Design and manage cloud-based contact center architecture.
• Integrate Five9 with cloud-native services and REST APIs.
• Implement secure authentication (OAuth, SSO, SAML) integrations.
• Ensure compliance with financial industry security standards (PCI, SOC2, etc.).
• Support cloud networking concepts including VPN, firewall rules, and load balancing.
• Optimize system performance and scalability in cloud environments

Requirements:

• Five9 VCC (VCC , IVA, ADP, Reporting)
• SIP, VoIP, Telephony concepts
• REST APIs and system integrations
• CRM integrations (Salesforce or similar)
• SQL basics and reporting knowledge
• SSO / SAML / OAuth authentication
• Soft Skills:
• Strong analytical and troubleshooting skills
• Excellent stakeholder communication
• Ability to work in cross-functional global teams
• Documentation and design articulation capability
• Proactive problem-solving mindset
• Nice to Have:
• Certifications in Five9 / Cloud platforms
• DevOps exposure (CI/CD, automation scripting)
• Experience with Workforce Optimization (Verint WFM ) tools
• Years of Experience:
• 12.00 Years of Experience

Why Should You Apply?

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities