Senior Implementation Engineer - Five9/CCaaS solutions

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.

What you will be doing

• 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, ServiceNow, Zendesk, NetSuite, 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.

What skills you will bring

• 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, ServiceNow, Zendesk, NetSuite, 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.