Technical Lead - Five9
TELUS Digital3 months ago
Toronto, CanadaStaff+
Responsibilities
- Own end-to-end technical design and architecture for Five9 solutions and produce technical design documents aligned with client and delivery requirements.
- Configure and implement Five9 Intelligent CX solutions across voice, digital, and outbound channels.
- Design and build integrations between Five9 and CRM, UC, data, and third-party platforms.
- Implement Five9 intelligent virtual agents, agent assist, and digital engagement capabilities.
- Provide technical direction to application engineers and support SIT, UAT, and go-live activities.
- Produce as-built documentation, configuration guides, and runbooks and lead technical walkthroughs and handoffs.
- Lead post-go-live hyper-care, troubleshoot issues, and optimize platform performance and configuration.
- Advise account and solutioning teams through discovery, demonstrations, proofs of concept, and effort estimation.
- Develop reusable assets and best practices and mentor engineers within the Five9 practice.
Requirements
- At least 5 years of contact-center or CCaaS implementation experience with deep hands-on Five9 configuration and deployment expertise.
- Hands-on experience with Five9 IVR/Studio, ACD and skills-based routing, inbound/outbound/blended campaigns, dialing strategies, and agent desktop capabilities.
- Experience designing and building integrations with Five9 APIs, web services, and CRM or UC connectors.
- Ability to advise customers and support demonstrations, proofs of concept, discovery, pre-sales activities, and estimation.
- Strong solution design skills, technical documentation ability, and experience leading engineers through delivery.
- Familiarity with Five9 reporting, analytics, quality, and workforce-optimization capabilities.
- Working knowledge of HTML, CSS, JavaScript, JSON, and XML for custom development and integrations.
- Strong written and verbal communication skills with technical and business stakeholders.
- Demonstrated leadership and mentoring ability in cross-functional delivery teams.
- Bachelor's degree in Computer Science, Engineering, or equivalent practical experience.
- Five9 certification or progress toward certification is a bonus.
- Experience migrating from platforms such as Genesys, Amazon Connect, NICE CXone, Avaya, or Cisco is a bonus.
- Experience with other CCaaS platforms, conversational AI, IVA, GenAI-based contact-center automation, CRM platforms, or programming in Python, JavaScript, or Java is a bonus.
Benefits
- Hybrid work is available from Charlottesville, VA; Durham, NC; Columbus, OH; or Boston, MA, or remote work from within the U.S.
- The role includes occasional travel to client sites and company offices.
- Growth opportunities are available toward principal technical lead or technical architecture paths.
Tech Stack
Categories
Solutions Engineering
About TELUS Digital
TELUS Digital is the in-house digital product and consulting arm of TELUS, one of Canada’s largest telecommunications providers. It designs and operates customer-facing platforms—mobile apps, websites, voice and chat interfaces—and enterprise services spanning cloud engineering, data/AI, digital marketing, QA, and operations modernization for TELUS lines of business and select partners. Headquartered in Vancouver with a distributed global team, it sits under TELUS’s public company umbrella (NYSE: TU, TSX: T).