Technical Lead - Five9
TELUS DigitalResponsibilities
- 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
About TELUS Digital
At TELUS, our purpose-driven team works together every day to innovate and do good. From providing technology solutions that make our lives safer and easier, to supporting those who need it most, our inclusive, spirited and giving people are passionate about empowering our customers, communities and each other to thrive in our digital world. A company that helps you be your best self at home and at work: Find a place where you truly belong, your opinions are valued and you can be your best self. A career that ignites your full potential: Get the guidance and support you need to explore your interests, build your skills and get where you want to go. A culture that goes beyond the expected to strengthen communities and the planet: Seize the opportunity to make a difference in our communities and do good for our planet as part of our purpose-driven team. An innovative team committed to solving complex, real world problems: Join a digitally-enabled workforce that’s pushing the boundaries to create sustainable change. We're always building Canada, join us at www.telus.com/careers