Job Title

Experience 3 to 7 years of contact center implementation experience with strong Five9 exposure Location Remote / Hybrid (India) | US client supportJob 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 configureskill-based routing , priority queues, and business-rule-driven call distribution usingFive9 ACD . Develop and optimizecall flowsto 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 manageinbound, outbound, and blended campaignsin Five9. Implement and tunedialer 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 maintainIVR menus and self-service call flowsusingFive9 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 maintainFive9 real-time and historical reportsfor operations and leadership. Develop custom reports and dashboards aligned withcontact center SLAs and KPIssuch 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 withCRM platforms(e.g., Salesforce, ServiceNow, Zendesk, Dynamics) usingCTI, 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 Configureagent desktops , roles, permissions, and profiles in Five9. Set up and managecall monitoring, whisper, barge-in , and quality management features. Configure and maintaincall 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 withFive9 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 Have Salesforce 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 Skills Strong 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-ons Experience in Healthcare, BFSI, Retail, or Telecom contact centers Exposure to migration projects (on-prem → cloud)