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Technical Lead - Five9

TELUS Digital
Toronto, CAN
Full-time
Mid-Senior
Onsite
$132,000
Discovered 1 months ago
Five9 Intelligent CXFive9 configuration and deploymentIVR and Studio scriptingACD and skills-based routingContact-center and CCaaS implementationFive9 APIs and web services

Full Job Posting

About TELUS Digital

TELUS Digital is a digital product consultancy that delivers customer experiences across web, mobile, digital marketing, enterprise AI, customer care technology, and enterprise technology modernization.

Location and Flexibility

  • The role is based in Toronto, Canada and requires occasional travel to client sites and company offices for pre-sales engagements, delivery, and collaboration.

The Opportunity

The Technical Lead will be a senior technical leader in the CX Platforms practice responsible for designing, configuring, and delivering Five9 Intelligent CX solutions.

The role translates business requirements into scalable contact-center solutions and guides engineers through build, integration, and deployment.

The role also advises customers on Five9 capabilities and supports demonstrations, proofs of concept, and scoping.

Responsibilities

  • Own end-to-end technical design for Five9 solutions and produce technical design documents.
  • Configure and implement Five9 solutions across voice, digital, and outbound channels.
  • Design and build integrations using Five9 APIs, web services, and connectors.
  • Implement Five9 AI capabilities, including intelligent virtual agents, agent assist, and digital engagement.
  • Provide technical direction and support SIT, UAT, and go-live.
  • Produce documentation, configuration guides, runbooks, and technical handovers.
  • Lead hyper-care, troubleshoot issues, and optimize platform performance.
  • Support discovery, demonstrations, proofs of concept, and effort estimation.
  • Contribute reusable assets and best practices and mentor engineers.

Qualifications

  • At least 5 years of contact-center or CCaaS implementation experience with deep hands-on Five9 expertise.
  • Hands-on experience with Five9 IVR or Studio, routing, campaigns, dialing strategies, and agent desktop.
  • Experience with Five9 APIs, web services, and CRM or UC integrations.
  • Customer-facing advisory and pre-sales experience, including demonstrations and proofs of concept.
  • Strong solution design, technical documentation, leadership, mentoring, and communication skills.
  • Familiarity with Five9 reporting, analytics, and quality or workforce optimization capabilities.
  • Working knowledge of HTML, CSS, JavaScript, JSON, XML, and REST.
  • Bachelor's degree in Computer Science, Engineering, or equivalent practical experience.

Bonus Qualifications

  • Five9 certification or progress toward certification is an asset.
  • Experience with platform migrations, other CCaaS platforms, conversational AI, CRM platforms, or Python, JavaScript, or Java is an asset.

Compensation

  • The compensation range is CA$132,000 to CA$165,000.

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