Technology
Five9 Configurator
Remote · CanadaContract · Remote 1 day ago
About the role
Five9 Configurator
Role Overview
We are seeking a hands-on Five9 Configurator to configure, optimize, and support enterprise contact center environments. The role will focus on Five9 platform configuration, IVR/ACD routing, Agent Assist AI, integrations, automation, and performance monitoring .
Key priority: Strong experience configuring Agent Assist AI summaries and transcripts .
Key Responsibilities
- Build and configure Five9 tenant environments, including users, security, agent scripts, and dispositions .
- Design and modify IVR, call flows, routing logic, schedules, and menus using Five9 Studio/Admin Console.
- Configure ACD, skill-based routing, and omni-channel queues .
- Configure Agent Assist AI summaries and transcripts .
- Implement automation, self-service AI, and Intelligent Virtual Agent (IVA) workflows.
- Manage outbound campaigns, predictive/progressive dialing, list management, and AMD tuning.
- Translate business requirements into technical specifications and call-routing solutions.
- Configure integrations with Salesforce, ServiceNow, Zendesk , and other enterprise platforms using APIs/web services.
- Provide Tier 2/3 troubleshooting for routing, audio quality, and integration issues.
- Develop dashboards, KPIs, reports, and scheduled data extracts supporting workforce optimization.
- Ensure configurations comply with TCPA, DNC, and data privacy requirements .
- Document configurations and provide knowledge transfer to operational teams.
Required Skills & Experience
- Strong hands-on Five9 configuration and administration experience.
- Expertise in Agent Assist AI summaries and transcripts .
- Advanced IVR, ACD, call routing, and contact center configuration .
- Experience with outbound dialers, campaigns, pacing, and AMD.
- Strong CRM/third-party integration experience, particularly Salesforce CTI .
- Experience with APIs, web services, and enterprise integrations.
- Strong troubleshooting skills across telephony, routing, integrations, and application performance .
- Understanding of VoIP, SIP, packet loss, jitter, and MOS .
- Experience with reporting, dashboards, and workforce optimization.
Nice to Have
- Salesforce CTI integration experience.
- Experience with WFA (Workforce Analytics/Optimization) .
- Experience with OpenSearch or similar monitoring/analytics platforms .
This engagement is managed end-to-end by Querentia. Our recruiters give you honest feedback at every stage, prepare you for the interview, and support a smooth onboarding once you land the offer.