Senior Implementation Engineer - Five​/CCaaS solutions​/ago

At TTEC Digital, we coach clients to ensure their employees feel valued and fully supported, recognizing that an amazing customer experience begins with employees.

TTEC Digital and Five9 maintain a long-standing partnership, delivering world-class AI-powered contact center solutions
. Five9 provides cloud-native CCaaS technology
, while TTEC offers deep CX consulting
, integration, deployment, and optimization expertise.

TTEC Digital is hiring an experienced Five9 Principal Consultant, Implementation Engineer for implementation and delivery within our Professional Services organization. This is a remote role
, based in the US.

You will configure the core Five9 Intelligent CX Platform
, build integrations with third-party applications such as CRM and ITSM systems
, and perform end-to-end testing. This hands‑on role requires Five9 configuration experience and a developer background to build API integrations and customize JavaScript/HTML scripts
. You will work across the Five9 product suite, including VCC, IVR/IVA, WFA, QM/WEM, digital channels
, and CRM/partner integrations
, delivering high-quality, complex configurations and successful deployments for TTEC’s enterprise clients.

• Configure Five9 VCC and IVA applications according to solution specifications and best practice guidelines.
• Build and maintain inbound and outbound campaigns, queues, skills, routing profiles, dispositions, pacing, dialing logic, and related system settings.
• Configure IVR/Studio IVA flows
  , including nested call paths, external variables, context tables, foreign scripts, and Studio-based IVA logic.
• Implement WFA, QM/WEM, AI Insights, Agent Assist, Guidance Cards, Knowledge, dashboards, reports
  , and Supervisor Desktop configurations.
• Perform thorough configuration testing and validation prior to customer UAT or deployment.
• Build, test, and troubleshoot connectors,
  REST/SOAP API integrations
  , data mappings, and webhooks for CRM/ITSM integrations
  , including support for OAuth/SAML authentication flows
  , error handling, and payload parsing.
• Write and maintain JavaScript/HTML/CSS customizations (DOM manipulation, iframes, cookies, UI logic, and embedded components).
• Configure CRM/ITSM integrations such as Salesforce, Dynamics, Service Now, Zendesk, Net Suite
  , and Velocify
  .
• Troubleshoot issues across Five9 components and diagnose cross-layer problems spanning application, browser, network/SIP/RTP/VoIP, and telecom. Perform log capture, scenario reproduction, and root cause analysis.
• Participate in client calls and technical working sessions, communicating progress, blockers, and status updates.
• Document configuration decisions, integration logic, test cases, and operational details, contributing to internal best practice libraries, reusable assets, and configuration templates.

• 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, Service Now, Zendesk, Net Suite, Velocify).
• Developer skill set
  , including:
  • Building and debugging REST/SOAP APIs, webhooks
    , and event-driven integrations
  • Writing custom JavaScript/HTML/CSS for UI and integration behaviors
  • Calling and orchestrating third‑party APIs (authentication, pagination, error handling, retries)
• Strong understanding of contact center fundamentals and CCaaS concepts
  .
• Ability to troubleshoot across application, network, and telecom layers.
• Excellent communication, documentation, and customer engagement skills.
• Ability to manage multiple configurations, deadlines, and deliverables with minimal supervision.
• Experience with WFA, WEM/QM, Agent Assist, Guidance Cards, Knowledge
  , and reporting dashboards.
• Basic server‑side experience (
  Node.js, .NET, PHP
  , or Java
  ) for integration utilities or middleware.
• Experience implementing SSO/SAML/OAuth authentication flows
  .