Five9 System Integrator

Position Description:

Location: Can be situated anywhere in Canada within proximity to a CGI office to accommodate a hybrid work environment.


We are seeking a highly skilled Five9 CCaaS System Integrator to lead the design, implementation, integration, and optimization of our cloud contact center ecosystem built on the Five9 Intelligent CX Platform.

The ideal candidate will have deep hands-on experience with Five9 VCC, IVA/IVR Studio, call routing, CRM integrations, APIs, and omnichannel workflows. This role is responsible for translating business and operational requirements into scalable technical solutions that improve customer experience, agent productivity, and reporting visibility.

Your future duties and responsibilities:

You will work closely with Contact Center Operations, CX teams, IT, security, and third-party vendors to deliver enterprise-grade CCaaS capabilities across voice and digital channels.

Platform Configuration & Administration
. Configure and maintain the Five9 CCaaS platform, including:
o Inbound and outbound voice queues
o Skills-based routing
o Campaigns and dialer settings
o Agent roles and permissions
o Dispositions and wrap-up codes
o Supervisor dashboards and reporting
. Build and optimize IVR and IVA call flows using Five9 Studio
. Configure digital channels including chat, SMS, email, and social messaging
. Maintain business continuity and failover routing strategies
Systems Integration
. Design and implement integrations between Five9 and enterprise systems such as:
o Salesforce
o Microsoft Dynamics
o ServiceNow
o Zendesk
o CRM / ERP / ticketing platforms
. Develop and troubleshoot REST/SOAP APIs, webhooks, middleware, and SSO integrations
. Implement authentication frameworks including SAML, OAuth, and SSO
. Support CTI screen pops, agent desktop embeds, and real-time data exchange
Implementation & Migration
. Lead migration from legacy telephony/contact center platforms into Five9
. Conduct discovery workshops and gather technical/business requirements
. Create solution design documents, call flow diagrams, and integration specifications
. Perform system testing, UAT support, deployment, and hypercare
. Manage release and change deployments across production and lower environments
Optimization & Support
. Monitor platform performance, call quality, routing efficiency, and agent experience
. Troubleshoot issues across browser, SIP/VoIP, telecom, API, and application layers
. Recommend automation and AI enhancements such as:
o Agent Assist
o Virtual Agents
o Workflow automation
o Real-time analytics
. Drive continuous improvement initiatives across customer journeys

Required qualifications to be successful in this role:

Required Qualifications
3+ years of hands-on experience implementing Five9 CCaaS solutions
5+ years in contact center, telephony, or cloud CX technologies
Strong expertise in:
o IVR / IVA design
o ACD and routing logic
o REST APIs / webhooks
o JavaScript, JSON, HTML, CSS
o SIP, VoIP, telecom fundamentals
o CRM and CTI integrations
Experience with Five9 Studio scripting and workflow orchestration
Strong understanding of contact center KPIs and operations
Excellent troubleshooting and problem-solving skills
Strong communication and stakeholder management skills
________________________________________
Preferred Qualifications
Five9 certifications
Experience with AI-powered CX tools and automation
Familiarity with WFM, WEM, QM, and analytics modules
Experience with AWS, Azure, or middleware platforms
Knowledge of PCI, HIPAA, GDPR, or enterprise compliance requirements
Experience working in Agile / Scrum delivery environments
Blingualism: English/French

CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes factors such as skill set level, geographic market, experience and training, and licenses and certifications. Compensation decisions depend on the facts and circumstances of each case. A reasonable estimate of the current range is $75,–$,. This role is an existing vacancy

#LI-AB19

Skills:

• English
• Telephony
• French