Contact Cetner Solutions Integrator (Five9) / Intégrateur de solutions pour centres de contact (Five9)

CallTower, Inc. • Montreal, QC

just now • $111,000 - $133,000

About The Position

As a Five9 Contact Center Solutions Integrator at Inoria, a Calltower company, you will be bringing your vast experience in deploying the Five9 Contact Center platform and related integrations. You will play a pivotal role in delivering CCaaS implementations, creative and practical solutions to business challenges and developing integrations to various contact center systems. You will be responsible for delivering quality and personalized customer-focused implementation services in a timely manner. Also, you will be a reference for the team deploying Five9 Contact center solutions (VCC, IVA, etc.). You will be part of a core team of experienced people including project managers, business analysts and trainers and will be contributing to the success of the professional services organization with your team player mindset, leadership skills and vast technical expertise. This dynamic role requires a blend of technical proficiency, customer service skills, and time management abilities to ensure exceptional customer experience and successful project deliveries. Based on need, you may be required to operate as a staff augment resource, providing specialized services to a specific customer on a part-time or full-time basis.

Requirements

• In depth knowledge of Five9 Contact Center
• Technical proficiency in Cloud services (Azure, AWS, GCP)
• Contact Center Experience working with Inbound/Outbound/Email/Messaging/SMS
• Significant experience developing IVAs
• Expertise integrating CCaaS solutions with third party platforms (CRMs, ERPs, ticketing, payment processing, UC, WFM, BI, etc.)
• Knowledge and comfort working with Rest APIs
• C# or HTML & Javascript
• Fluency in English (required)
• University degree in a related field
• Minimum 5 years of Contact Center experience
• Minimum 3 years deploying CCaaS solutions
• Ability to work in a self-directed and self-motivated environment
• Ability to manage multiple projects at the same time
• Ability to travel
• Leadership and assertiveness
• Ability to manage customer expectations and deliverables to successfully deliver projects within scope, timeline, budget and with full customer satisfaction
• Dedicated, Action Oriented, Smart & Inquisitive
• Humble, Hungry, People smart

Nice To Haves

• DevOps experience
• Experience with other CCaaS solutions such a Webex Contact Center, Zoom Contact Center, Genesys Cloud
• Experience with NLU/NLP Platforms (Dialogflow, Lex)
• DBMS
• .NET / NodeJS / Python development experience
• Fluency in French

Responsibilities

• Act as a technical advisor with expert understanding of partnering CCaaS solutions
• Assist the business analyst in gathering business and technical requirements and maintain build books
• Implement, configure and test proposed solutions, which may include: Spin up CCaaS instances and configure SIP trunking and integrations, Build Voice Bots, Chat Bots, Self-service IVRs and DTMF IVRs, Perform system configurations, create users, skills, queues, inbound/outbound campaigns, etc., Build Omni-channel experiences, Deploy AI driven tools such as real-time transcription, agent assist, speech and text analytics, predictive engagement, etc., Participate in AI application builds
• Maintain technical library with processes, scripts, common module descriptions or any other relevant documentation that can be used to efficiently deliver projects.
• Acquire and maintain knowledge of partnering solutions’ offering, remaining up to speed with all new features and releases.
• Contribute learnings to company-wide knowledge base
• Participate in internal projects that enhance the quality or efficiency of integration services
• Provide training to end users as required (agents, supervisors, administrators, etc.)
• Assist in resolving special product-related issues or complex escalated support cases as needed.
• Any other relevant duties.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior