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Senior Implementation Engineer - Five9 VCC Solutions

2 months ago
United States, Philippines
Full-time
Senior
Implementation Engineer
Software Development
CSS DOM HTML Java JavaScript Microsoft Dynamics 365 .NET NetSuite Node.js OAuth PHP REST API Salesforce SAML SOAP
Apply Now
TTEC Digital

TTEC Digital

TTEC Digital is a global leader in customer service solutions, offering contact center software, customer service technology, and tailored solutions for businesses. With a focus on combining humanity and technology, TTEC Digital pioneers exceptional cu...

Professional Services
1K-5K
Founded 1982
View All Jobs 54

Description

  • Configure Five9 VCC and IVA applications according to solution specifications and best-practice guidelines.
  • Build and maintain inbound/outbound campaigns, queues, skills, routing profiles, dispositions, pacing, dialing logic, and related system settings.
  • Design and configure IVR/Studio IVA flows including nested call paths, external variables, context tables, foreign scripts, and Studio logic.
  • Implement WFA, QM/WEM, AI Insights, Agent Assist, Guidance Cards, Knowledge, dashboards, reports, and Supervisor Desktop configurations.
  • Build, test, and troubleshoot connectors, REST/SOAP API integrations, data mappings, and webhooks for CRM/ITSM systems, including OAuth/SAML authentication flows and error handling.
  • Write and maintain custom JavaScript/HTML/CSS for UI customizations, embedded components, DOM manipulation, iframes, cookies, and integration behaviors.
  • Configure CRM/ITSM integrations such as Salesforce, Dynamics, ServiceNow, Zendesk, NetSuite, and Velocify.
  • Perform thorough configuration testing and validation, conduct log capture, scenario reproduction, root cause analysis, and collaborate with senior engineers on complex issues.
  • Participate in client calls and technical working sessions, communicate progress and blockers to project managers and architects, and document configuration decisions, integration logic, and test cases.

Requirements

  • BA/BS in computer science, IT, engineering, or equivalent experience.
  • 3+ years of experience as a Contact Center Professional Services Consultant.
  • 3+ years of direct, hands-on experience implementing or supporting the Five9 Intelligent CX Platform.
  • 3+ years of experience configuring IVR/IVA in Five9 Studio.
  • 1+ year of experience with CRM integrations (Salesforce, Dynamics, ServiceNow, Zendesk, NetSuite, Velocify).
  • Developer skill set: building and debugging REST/SOAP APIs, webhooks, and event-driven integrations, and calling/orchestrating third-party APIs (authentication, pagination, error handling, retries).
  • Experience writing custom JavaScript/HTML/CSS for UI and integration behaviors and basic server-side experience with Node.js, .NET, PHP, or Java.
  • Strong understanding of contact center fundamentals and CCaaS concepts, with ability to troubleshoot across application, browser, network/SIP/RTP/VoIP, and telecom layers.
  • Experience with WFA, WEM/QM, Agent Assist, Guidance Cards, Knowledge, and reporting dashboards, and experience implementing SSO/SAML/OAuth authentication flows.
  • Excellent communication, documentation, and customer engagement skills, and the ability to manage multiple configurations, deadlines, and deliverables with minimal supervision.

Benefits

  • Remote role (work-from-remote)
  • TTEC recognized as Great Place To Work (2024-2025 certification)
  • Inclusive equal opportunity employer committed to expanding a diverse workforce
  • Opportunity to work with enterprise clients and a long-standing Five9 partnership within a large global organization (TTEC Digital and TTEC Engage)

Interested in this position?

Apply directly on the company website

Apply Now

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