Senior Technical Consultant, Five9

Jobtailor; South Africa; On-site; ZAR 600,000 - 1,000,000; Full time

Job summary

Jobtailor is seeking a seasoned Five9 specialist to design, configure and support Five9 Contact Centre solutions for enterprise clients in South Africa.

You will lead technical discovery sessions, translate business requirements into practical Five9 implementations, configure inbound/outbound campaigns, IVR workflows, call routing and integrations with Salesforce or similar CRMs, then conduct testing, health checks and provide training and documentation to clients and internal teams.

Qualifications

• Strong hands-on experience implementing, configuring and supporting Five9
• Experience with enterprise CCaaS environments
• Strong knowledge of inbound/outbound campaigns, diallers, IVR and call routing
• Experience with CRM and API integrations, ideally including Salesforce
• Understanding of SIP, VoIP and contact centre telephony
• Experience troubleshooting complex production issues
• Strong client-facing communication and technical consulting skills
• Experience delivering implementations from requirements gathering through to go-live and ongoing support
• Five9 certification advantageous
• Experience with Zendesk, Salesforce, Genesys, Amazon Connect or similar CCaaS platforms advantageous
• REST APIs, SQL, Azure or AWS advantageous
• Previous experience supporting UK or international clients advantageous

Responsibilities

• Design, configure and implement Five9 Contact Centre solutions for client environments
• Lead technical discovery sessions and translate business requirements into practical Five9 solutions
• Configure inbound and outbound campaigns, including Predictive, Progressive, Preview and Power Diallers
• Design and configure IVR workflows, call routing, skills, queues and failover logic
• Implement and support integrations between Five9, CRM platforms and third-party applications using APIs
• Troubleshoot complex Five9 issues involving agent connectivity, telephony, call routing and integrations
• Support enterprise Five9 implementations, migrations and production environments
• Conduct system testing and User Acceptance Testing before deployments
• Monitor system performance, conduct health checks and recommend improvements
• Manage technical incidents and provide root-cause analysis for high-priority issues
• Produce technical documentation and solution designs
• Provide technical guidance and training to clients, administrators and internal teams

Skills

Five9 Configuration

Inbound/Outbound Campaigns

Dialler Management

SIP Knowledge

VoIP Understanding

SQL Proficiency

REST API Experience

Technical Documentation

System Testing

User Acceptance Testing

Client-facing communication

Tools

Salesforce

Zendesk

Genesys

Amazon Connect

Azure

AWS

Job description

• Design, configure and implement Five9 Contact Centre solutions for client environments
• Lead technical discovery sessions and translate business requirements into practical Five9 solutions
• Configure inbound and outbound campaigns, including Predictive, Progressive, Preview and Power Diallers
• Design and configure IVR workflows, call routing, skills, queues and failover logic
• Implement and support integrations between Five9, CRM platforms and third-party applications using APIs
• Troubleshoot complex Five9 issues involving agent connectivity, telephony, call routing and integrations
• Support enterprise Five9 implementations, migrations and production environments
• Conduct system testing and User Acceptance Testing before deployments
• Monitor system performance, conduct health checks and recommend improvements
• Manage technical incidents and provide root-cause analysis for high-priority issues
• Produce technical documentation and solution designs
• Provide technical guidance and training to clients, administrators and internal teams

Requirements

• Strong hands-on experience implementing, configuring and supporting Five9
• Experience with enterprise contact centre or CCaaS environments
• Strong knowledge of inbound/outbound campaigns, diallers, IVR and call routing
• Experience with CRM and API integrations, ideally including Salesforce
• Understanding of SIP, VoIP and contact centre telephony
• Experience troubleshooting complex production issues
• Strong client-facing communication and technical consulting skills
• Experience delivering implementations from requirements gathering through to go-live and ongoing support
• Five9 certification advantageous
• Experience with Zendesk, Salesforce, Genesys, Amazon Connect or similar CCaaS platforms advantageous
• Experience with REST APIs, SQL, Azure or AWS advantageous
• Previous experience supporting UK or international clients advantageous

Core Competencies

Demonstrates expertise in designing and implementing Five9 Contact Centre solutions, including IVR workflows, call routing, and API integrations. Proficient in troubleshooting complex issues and providing technical guidance to clients and teams.

Highest-signal resume keywords

• Five9 Implementation
• IVR Workflow Design
• API Integrations
• Client-Facing Communication
• Troubleshooting Complex Issues

ATS Optimization Keywords

Hard Skills

• Five9 Configuration
• Inbound/Outbound Campaigns
• Dialler Management
• SIP Knowledge
• VoIP Understanding
• SQL Proficiency
• REST API Experience
• Technical Documentation
• System Testing
• User Acceptance Testing

Soft Skills

• Technical Consulting
• Client Training
• Communication Skills

Certifications & Qualifications

• Five9 Certification

Industry Keywords

• Contact Centre
• CCaaS
• Telephony
• Technical Support
• Enterprise Implementations

Tools & Technologies

• Salesforce
• Zendesk
• Genesys
• Amazon Connect
• Azure
• AWS