Job Title

Experience3 to 7 years of contact center implementation experience with strong Five9 exposureLocationRemote / Hybrid (India) | US client supportJob SummaryThe 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 ResponsibilitiesIntelligent Call Routing & ACDDesign 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 ManagementConfigure 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 & AnalyticsConfigure 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 IntegrationsIntegrate 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 & ManagementConfigure 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 & SupportConduct 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 & QualificationsMandatoryStrong 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 Preferred / Good to HaveSalesforce or ServiceNow integration experience Omnichannel (chat, email, SMS) configuration WFM/WFO tools exposure AWS or Azure fundamentals SQL or reporting/BI tools Five9 certification(s) Soft SkillsStrong communication and stakeholder management skills Ability to translate business requirements into technical solutions Client-facing experience with senior leadership Analytical and problem-solving mindset Nice Add-onsExperience in Healthcare, BFSI, Retail, or Telecom contact centers Exposure to migration projects (on-prem → cloud)