Job Title: Voice Specialist (Five9)
Location - Montréal, Burlington, Trois-Rivières or remote (2 days / week onsite)
Duration – 6 months - (no possibility of renewal)
Overview:
This is a short-term contract focused on helping clear an existing backlog and supporting ongoing Five9 platform initiatives.
KEYS
Specific, hands-on Five9 experience required for this role.
Be able to hit the ground running
Have deep IVR experience
Five9 experience is critical. The manager emphasized that candidates should already be comfortable working within the Five9 platform and able to hit the ground running.
The strongest candidates will have hands-on development experience within Five9, including scripting, integrations, and technical troubleshooting.
Candidates who can understand issues and identify root causes within the platform are preferred over those who only perform basic administration.
WORK EXPERIENCE
? Overall Experience: 5 to 8+ years in Contact Center as a Service (CCaaS) or Telecom engineering.
? Five9 Niche Focus: At least 3 to 5 years of dedicated, hands-on experience designing, deploying, and managing Five9 environments specifically.
KEY RESPONSIBILITIES
? IVR Architecture & Logic Design: Build, test, and deploy complex, multi-level Interactive Voice Response (IVR) scripts from scratch using Five9 Studio. Create dynamic, variable-driven routing menus that maximize self-service call containment.
? API Development & CRM Integration: Code and configure REST/SOAP API integrations to execute real-time ""data dips"" into enterprise CRMs (e.g., Salesforce, Zendesk). Ensure customer data instantly updates agent screens via screen-pops and automated data logging.
? Custom Scripting & Serverless Workflows: Write foundational backend logic (typically JavaScript/Node.js or Python) to manipulate JSON payloads, validate variables, handle complex webhooks, and interface with serverless environments (like AWS Lambda) directly within the IVR flow.
? Omnichannel Configuration: Deploy and manage digital touchpoints—including Web Chat, Email queues, and SMS workflows—ensuring a unified routing footprint alongside traditional voice channels.
? Advanced System Troubleshooting: Dig deep into Five9 platform logs, API responses, and call traces to independently isolate and remediate complex routing errors, system logic bugs, integration failures, or carrier-level voice quality drops.
BEV123
Voice Specialist • Burlington or Montreal, ON, Canada
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