[Hiring] Senior Implementation Engineer @TTEC Digital

Role Description

This role involves implementation and delivery in our Professional Services organization as a Five9 Principal Consultant, Implementation Engineer.

• Configure the core Five9 Intelligent CX Platform
• Build integrations with third party applications such as CRM and ITSM systems
• Perform end to end testing to ensure solutions function as designed
• Work across the Five9 product suite including VCC, IVR/IVA, WFA, QM/WEM, digital channels, and CRM/partner integrations
• Deliver 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
• 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
• Write and maintain JavaScript/HTML/CSS customizations
• Configure CRM/ITSM integrations such as Salesforce, Dynamics, ServiceNow, Zendesk, NetSuite, and Velocify
• Troubleshoot issues across Five9 components and diagnose cross layer problems
• Participate in client calls and technical working sessions, communicating progress, blockers, and status updates
• Document configuration decisions, integration logic, test cases, and operational details

Qualifications

• BA/BS in computer science, IT, engineering, or equivalent experience
• 3+ years of experience working 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
• Strong understanding of contact center fundamentals and CCaaS concepts
• 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

Requirements

• $125,000 - $145,000 a year
• We are only accepting applications from candidates residing in specific states
• This position is eligible to participate in an annual incentive program

Benefits

• Medical, dental, vision
• Tax-advantaged health care accounts
• Financial and income protection benefits
• Paid time off (PTO) and wellness time off