Salary: R36 000 per month
Location: South Africa – Remote. Employment type: Full-time. Working hours: UK-aligned (GMT/BST).
READ THIS BEFORE YOU APPLY
This is not a contact centre agent role and it is not a customer service role.
We are not looking for someone who has used Five9 to take or make calls. We are looking for someone who has built, configured, broken and fixed Five9 from the administration side: IVR logic, call routing, skills and queues, dialler configuration, API integrations and SIP-level troubleshooting.
If your Five9 experience is answering inbound calls, working a dialler as an agent, or listing Five9 among the tools on your desktop, this role is not for you and your application will be declined.
If you have configured a Five9 IVR, built a campaign, debugged a call flow or raised a ticket with Five9 support as the administrator, please read on.
About the role
Our client is a UK contact centre technology consultancy. They design, implement and support Five9 environments for their own clients, several of them large international brands.
You will be the technical hands. You will take a Five9 solution from requirements gathering, through technical design, build, testing and go-live, and then support it in production. You will be client-facing and you will own complex problems end to end.
This is a permanent, full-time position working UK hours as part of a small, highly technical team.
Requirements
Key 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 including agent connectivity, telephony, call routing and integrations.
- Support enterprise Five9 implementations, migrations and production environments.
- Conduct system testing and User Acceptance Testing (UAT) before deployments.
- Monitor system performance, conduct health checks and recommend improvements.
- Manage technical incidents and provide root-cause analysis for high-priority issues.
- Produce clear technical documentation and solution designs.
- Provide technical guidance and training to clients, administrators and internal teams.
Experience Required
- 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.
Advantageous
- Five9 certification.
- Experience with Salesforce, Genesys, Amazon Connect or similar CCaaS platforms IN ADDITION TO proven hands-on Five9 experience. These are not a substitute for Five9 and applications offering them instead will not progress.
- Experience with REST APIs, SQL, Azure or AWS.
- Previous experience supporting UK or international clients.
- Background at a Five9 reseller, partner or implementation consultancy, or prior Avaya or Cisco contact centre engineering before moving to cloud.
- The three points below are ESSENTIAL, not advantageous.
- ESSENTIAL: you must be able to describe, in detail, Five9 environments you have personally built, configured or supported from the administration side. Front-end use of Five9 as an agent does not meet this requirement.
- ESSENTIAL: a reliable high-speed internet connection and a working HD webcam. This team lives on video calls, and poor connection or camera quality at interview stage will end the application.
- ESSENTIAL: based in South Africa and able to work UK hours, full-time and permanently.
- The process: technical screening interview with Remote Recruitment, then a client interview, then a timed practical assessment of one to one and a half hours which is observed. Both quality and speed are assessed, and candidates who overrun do not progress. A final meet and greet with the wider team follows.