Five9 Configurator
- Remote, Canada
Remote
Contract
Applications open in a new tab.
Job details
- Job type
- Contract
- Workplace
- Remote
- Apply by
- Remote eligibility
- Canada listed. Check the posting for province restrictions.
- Posting language
- English
- Posted
Original job description
Five9 Configurator
Role Overview
We are seeking a hands-on Five9 Configurator to configure, optimize, and support enterprise contact center environments. The role will focus on Five9 platform configuration, IVR/ACD routing, Agent Assist AI, integrations, automation, and performance monitoring .
Key priority: Strong experience configuring Agent Assist AI summaries and transcripts .
Key Responsibilities
•
Build and configure Five9 tenant environments, including users, security, agent scripts, and dispositions .
•
Design and modify IVR, call flows, routing logic, schedules, and menus using Five9 Studio/Admin Console.
•
Configure ACD, skill-based routing, and omni-channel queues .
•
Configure Agent Assist AI summaries and transcripts .
•
Implement automation, self-service AI, and Intelligent Virtual Agent (IVA) workflows.
•
Manage outbound campaigns, predictive/progressive dialing, list management, and AMD tuning.
•
Translate business requirements into technical specifications and call-routing solutions.
•
Configure integrations with Salesforce, ServiceNow, Zendesk , and other enterprise platforms using APIs/web services.
•
Provide Tier 2/3 troubleshooting for routing, audio quality, and integration issues.
•
Develop dashboards, KPIs, reports, and scheduled data extracts supporting workforce optimization.
•
Ensure configurations comply with TCPA, DNC, and data privacy requirements .
•
Document configurations and provide knowledge transfer to operational teams.
Required Skills & Experience
•
Strong hands-on Five9 configuration and administration experience.
•
Expertise in Agent Assist AI summaries and transcripts .
•
Advanced IVR, ACD, call routing, and contact center configuration .
•
Experience with outbound dialers, campaigns, pacing, and AMD.
•
Strong CRM/third-party integration experience, particularly Salesforce CTI .
•
Experience with APIs, web services, and enterprise integrations.
•
Strong troubleshooting skills across telephony, routing, integrations, and application performance .
•
Understanding of VoIP, SIP, packet loss, jitter, and MOS .
•
Experience with reporting, dashboards, and workforce optimization.
Nice to Have
•
Salesforce CTI integration experience.
•
Experience with WFA (Workforce Analytics/Optimization) .
•
Experience with OpenSearch or similar monitoring/analytics platforms .
More about this job
Responsibilities
The Five9 Configurator at Querentia will build and configure contact center call flows, routing, and AI features. They will also connect Five9 to CRM and service platforms, troubleshoot issues, and document their work for operations teams.
Requirements
Candidates need strong hands-on Five9 configuration experience, especially with Agent Assist AI. They should also have advanced IVR and routing skills, CRM integration experience, and solid telephony troubleshooting knowledge.
Skills
- Five9
- Five9 Studio
- Five9 Admin Console
- Agent Assist AI
- IVR design
- ACD configuration
- Skill-based routing
- Omni-channel routing
- Intelligent Virtual Agent (IVA)
- Outbound campaigns
- Predictive dialing
- Progressive dialing
- Answering machine detection (AMD)
- List management
- Salesforce CTI
- ServiceNow integration
- Zendesk integration
- REST APIs
- Web services
- SIP
- VoIP
- MOS
- Jitter and packet loss troubleshooting
- Workforce Analytics (WFA)
- OpenSearch
Categories
- Customer Service & Support
- Technology
- Software
Keywords
- Five9
- Five9 Studio
- Five9 Admin Console
- contact center
- IVR
- ACD
- skill-based routing
- omni-channel
- Agent Assist AI
- Intelligent Virtual Agent
- outbound dialer
- predictive dialing
- progressive dialing
- AMD
- Salesforce
- Salesforce CTI
- ServiceNow
- Zendesk
- API integration
- VoIP
Tools
- Five9 Studio
- Five9 Admin Console
- Salesforce
- ServiceNow
- Zendesk
- OpenSearch