Sr. Five9 CCaaS Implementation Engineer

Lion Mountain Consulting; North Salt Lake (UT); On-site; USD 120,000 - 180,000; Full time

Job summary

Lion Mountain Consulting seeks an experienced Implementation Engineer to lead end-to-end Five9 deployments for mid-market and enterprise customers. You will design call flows, configure Five9, integrate with CRMs, train teams, and support post-go-live with a small senior team.

You will act as the technical expert in customer engagements and shape delivery approaches as we grow. You will own architectural designs, run workshops, and partner with customer admins to ensure sustainable integrations.

Qualifications

• Hands-on Five9 implementation experience.
• Deep familiarity with Five9 capabilities: IVR/IVA, ACD, campaigns, skills-based routing, Supervisor, reporting, WFA and APIs.
• Knowledge of Five9 Studio 7 / IVR scripting and Five9 Agent Desktop Plus / VCC Agent.
• Experience integrating Five9 with at least 2 major CRMs in production.
• Strong understanding of contact center fundamentals: queueing, occupancy, AHT, SLAs, abandonment, blended outbound, TCPA compliance, and call recording requirements.
• Solid grasp of telephony concepts: SIP, DIDs, toll-free, number porting, carrier handoffs, codecs, VoIP network requirements.
• Excellent customer-facing communication; able to run workshops and present to VPs.
• Self-direction; able to own a project end to end without daily oversight.
• US-based and authorized to work in the US without sponsorship.

Responsibilities

• Lead Five9 implementations end to end from discovery through go-live.
• Architect CRM integrations between Five9 and customer systems.
• Own the technical design document and architecture diagrams for each project.
• Be the trusted technical voice with the customer during status calls and executive readouts.
• Contribute to implementation playbooks and mentor peers.

Skills

Five9 implementation

CRM integration

Solution architecture

Client workshops

VoIP basics

REST/SOAP web services

Light scripting (Python/JS)

Salesforce Admin experience

Tools

Five9 Studio 7

VCC Agent

Agent Desktop Plus

CRM APIs

Job description

Lion Mountain is a professional services firm focused entirely on Five9 contact center implementations and migrations. We help mid-market and enterprise customers move from legacy on-premise systems and competing CCaaS platforms onto Five9, design the solution that actually fits their business, and stay with them through go-live and beyond. We were Five9’s High Performance Demand Partner of 2025, and are on track to repeat for 2026.

We are a small, senior team that wins on depth, not volume. Our customers hire us because of our in-depth Five9 knowledge, we treat their CRM and telephony stack like our own, and we do not hand work off to junior resources. Every engineer here owns customer outcomes end to end.

The Role

We are hiring an Implementation Engineer who can act as the lead Five9 solution architect on customer engagements. You will own implementations from discovery through go-live: scoping the work, designing the call flows and integrations, configuring the Five9 environment, integrating it with the customer’s CRM, training their team, and standing behind it after launch.

This is a customer-facing, hands-on role. You will be the technical expert in the room — the person the customer’s operations lead, IT lead, and CX leader all turn to. You will be backed by a small team of senior peers, with room to shape how we deliver as we grow.

What You’ll Do

Lead Five9 implementations end to end

• Run discovery workshops with customer business and technical stakeholders to capture current-state contact center flows, pain points, and target outcomes.
• Translate business requirements into a Five9 solution design — IVR / IVA flows, ACD and skills-based routing, queues, dispositions, campaigns, reporting, WFM/WFO, and quality management.
• Configure and deploy Five9: agent profiles, skills, campaigns, IVR scripts, prompts, DNIS / ANI mapping, dial plans, dispositions, supervisor and reporting setup.
• Lead migration from legacy platforms (Genesys, NICE CXone, Avaya, Cisco, Twilio Flex, Amazon Connect, etc.) into Five9 with minimal disruption.
• Own UAT, cutover planning, training, and go-live and post go-live support.

Architect and build CRM integrations

• Design and implement CRM integrations between Five9 and customer systems, including Salesforce, HubSpot, GoHighLevel, ServiceTitan, ImproveIt360, ServiceNow, etc.. and proprietary platforms.
• Configure screen pop, click-to-dial, automated activity logging, and workflow triggers between Five9 and the CRM.
• Where adapters are not enough, build custom integrations using the Five9 Agent API, REST/SOAP web services, VCC Agent Desktop Toolkit, and webhooks.
• Partner with customer admins and developers to make the integration sustainable after we leave.

Serve as the solution architect on each engagement

• Own the technical design document and architecture diagrams for each project.
• Make trade‑off decisions on routing strategy, IVR design, reporting model, security model, and integration approach — and clearly explain those trade‑offs to the customer.
• Anticipate failure modes: telephony carrier handoffs, peak‑volume scaling, disaster recovery, security and compliance constraints (PCI, HIPAA, SOC 2).
• Quality-check the build before it ever goes in front of the customer.

Be the trusted technical voice with the customer

• Lead status calls, design reviews, and executive readouts.
• Translate fluently between contact center operations, IT, and executive leadership audiences.
• Push back constructively when a customer ask will create long‑term pain — and bring an alternative.

Make Lion Mountain better

• Contribute to our implementation playbooks, reusable templates, and integration patterns.
• Mentor peers on tricky Five9 features and integration approaches.
• Share what you learn in the field so the whole team gets sharper with every engagement.

What We’re Looking For

Required

• Hands‑on Five9 implementation experience. You have personally configured and deployed Five9 for production customers — not just observed or supported it.
• Deep familiarity with core Five9 capabilities: IVR / IVA, ACD, campaigns (inbound, outbound, blended), skills‑based routing, Supervisor, reporting, WFA and APIs.
• Working knowledge of Five9 Studio 7 / IVR scripting and the Five9 Agent Desktop Plus / VCC Agent.
• Experience integrating Five9 with at least 2 major CRMs (Salesforce, HubSpot, GoHighLevel, ServiceTitan, ServiceNow, or similar) in production.
• Strong understanding of contact center fundamentals: queueing, occupancy, AHT, SLAs, abandonment, blended outbound, compliance dialing (TCPA), call recording requirements.
• Solid grasp of telephony concepts: SIP, DIDs, toll‑free, number porting, carrier handoffs, codecs, network requirements for VoIP quality.
• Excellent customer‑facing communication. You can run a workshop, write a design doc, and present to a VP — in the same week.
• Self‑direction. You can own a project end to end without daily oversight.
• US‑based and authorized to work in the US without sponsorship.

Strongly preferred

• Five9 Professional Services or Five9 Partner experience.
• Five9 certifications (Implementation, Administrator, IVA, or specialty tracks).
• Salesforce Service Cloud admin experience or Salesforce certification.
• Experience migrating customers from Genesys, NICE CXone, Avaya, Cisco UCCE/UCCX, or Amazon Connect onto Five9.
• Experience with Five9 Intelligent Virtual Agent (IVA), Agent Assist, and AI / NLU concepts.
• Experience in regulated industries: financial services, healthcare, insurance, or BPO.
• Light scripting in Python or Node.js for integration glue.

salary: depending on Five9 depth, integration experience, and architect-level scope ownership.