" Develop, configure, and maintain Five9 IVR applications and call flows using Five9 Studio (Visual IVR) and scripting capabilities.
" Build and maintain inbound, outbound, and blended campaign configurations including ACD routing, skill-based routing, and queue management.
" Develop integrations between Five9 and CRM/enterprise systems (Salesforce, ServiceNow, Microsoft Dynamics) using Five9 REST APIs, SOAP APIs, and pre-built connectors.
" Implement Five9 screen pops, CTI integrations, and agent desktop customizations to improve agent experience and efficiency.
" Configure and maintain Five9 Intelligent Virtual Agents (IVA) and chatbot flows for automated self-service journeys.
" Build outbound dialer campaigns (predictive, progressive, preview, and power dialers), including list management and compliance (TCPA/DNC) configurations.
" Develop real-time and historical reporting using Five9 reporting tools, dashboards, and data exports for operational and executive stakeholders.
" Perform unit testing, integration testing, and UAT support for Five9 configurations and custom integrations.
" Troubleshoot and resolve Five9 platform issues including call routing failures, integration errors, and performance degradation.
" Document technical configurations, integration specifications, runbooks, and deployment procedures.
" Participate in sprint planning, code reviews, and Agile ceremonies as part of a cross-functional delivery team.
3+ years of hands-on Five9 development and configuration experience in enterprise contact center environments.
" Strong proficiency with Five9 Studio, VCC Administration, and IVR/call flow development.
" Hands-on experience with Five9 REST and SOAP APIs for CRM integrations, data dips, and workflow automation.
" Experience building Five9 integrations with at least one major CRM platform (Salesforce, ServiceNow, or Microsoft Dynamics).
" Solid understanding of telephony fundamentals: SIP, VoIP, DTMF, call recording, and ACD routing logic.
" Experience with outbound dialer configurations and compliance requirements (TCPA, DNC list management).
" Proficiency in at least one programming or scripting language: JavaScript, Python, Java, or similar for API development and automation.
" Familiarity with Agile/Scrum development methodologies and tools (Jira, Confluence).
" Strong analytical and problem-solving skills with a detail-oriented approach to testing and quality.
" Five9 Certified Administrator or equivalent hands-on certification preferred.
Nice to Have
" Experience with Five9 AI capabilities including Genius AI, Agent Assist, and IVA/chatbot development.
" Exposure to cloud platforms (AWS, Azure, GCP) for Five9 hybrid integrations and data pipelines.
" Background in contact center analytics platforms or BI tools (Tableau, Power BI) for reporting extensions.
" Experience with CI/CD practices and DevOps tooling for configuration management and deployment automation.
" Knowledge of Twilio (Flex, Programmable Voice, Messaging, or Studio) as a CPaaS/CCaaS complement to Five9 is a strong plus.
Since 1996, RJT has provided successful SAP, Oracle, and IT consulting solutions and staffing services to clients around the world. The new Apolis brings you the same personalized service fortified with a greater array of IT solutions, global expertise, and cost-management strategies.
We are a global IT consultancy that seamlessly integrates experts and leading-edge solutions into your organization so you can focus on what really matters.