Five9 Consultant

Must Have Skills/Project Experience/Certifications:

• 3 - 9 years of hands-on experience in contact center engineering/development with at least 1–2 years hands-on with Five9.
• Strong experience with Five9 Studio/IVR and routing/ACD configuration (skills, queues, priority, agent states, campaigns).
• Hands-on experience building API-based integrations (REST, OAuth/token auth patterns), plus solid JSON/data mapping.
• Proficiency in at least one general-purpose language commonly used for integrations (e.g., JavaScript/TypeScript, Python, Java, C#) and writing maintainable, testable code.
• Experience with CRM integrations (Salesforce/Dynamics or similar) and common contact center patterns (screen pop, call logging, CTI).
• Working knowledge of telephony fundamentals (SIP, PSTN basics, call flows, DTMF, codecs concepts) sufficient to troubleshoot with telecom partners.
• Strong debugging skills across logs, API traces, and platform configuration; ability to translate business requirements into technical designs.

Good to Have Skills/Project Experience/Certifications:

• Five9 certifications (if available/active) or comparable CCaaS certs.
• Experience with WFO/WFM/QM integrations, speech analytics, or AI/IVA platforms.
• Data/BI skills: SQL, Power BI/Tableau, building KPI layers for contact center reporting.
• Experience with SSO/SAML, SCIM provisioning, and enterprise identity patterns.
• Prior work in regulated environments (HIPAA, PCI, SOX, CJIS) and secure SDLC.