Job Title: Five9 (CCaaS) Contact Center (402169)
W2/FTE/FTC Only
Visa: GC/USC/ H1B/TN/H4-EAD, L2-EAD & GC-EAD
Experience: 07 – 15 Years
Location: Boston, MA (Onsite)
Reach Me: Mahesh.p@hexaquestglobal.com
Job Summary
We are seeking a highly skilled professional with experience in Five9 CCaaS solutions and Salesforce
integration. The ideal candidate will play a vital role in the successful implementation, upgrade, and functionality testing
of the Five9 Contact Center and its integration with Salesforce. This individual must possess strong technical knowledge,
project management skills, and a customer-centric approach.
Years of experience needed –
10+ years of relevant experience.
Technical Skills:
· Proven experience in implementing and configuring Five9 CCaaS solutions and Salesforce integration and databases.
· Strong understanding of contact center technologies, telephony, and CRM integrations.
· Project management skills with the ability to manage multiple tasks and deadlines
· Lead and contribute to the design, implementation, and optimization of cloud based Five9 Contact Center solutions and their integration with Salesforce and databases.
· Configuration, administration, and monitoring of Circuits, SIP/PSTN DIDs, TFNs etc.
· Contact Center configuration and administration of Queues, call routing, hunt-groups, agents etc.
· Collaborate with stakeholders to understand business requirements and design implementation plans that align with organizational goals.
· Follow industry standards and best practices to implement high-availability and scalable solutions.
· Coordinate with internal teams and external vendors to streamline the implementation process.
· Follow change management processes to execute the implementation steps.
· Deploy and configure the Five9 CCaaS solution along with Salesforce integration.
· Troubleshoot technical issues and provide solutions during the implementation phase.
· Lead end-to-end project implementation, ensuring adherence to timelines and budgets.
· Oversee quality assurance processes to identify and address any issues during the implementation phase.
· Perform thorough testing to ensure each function and feature is working as expected.
· Participate in UAT with the customer to ensure the solution meets their expectations.
· Provide post-implementation support for ongoing issues and deliver a positive user experience.
· Collaborate with the support team to deliver exceptional customer service and resolve technical issues effectively.
Process Skills:
· Hands on experience with project management software, like MS Project, Visio
Behavioral Skills :
· Excellent verbal and written communication skills and the ability to collaborate with cross-functional teams.
· Excellent organization and time management skills
· Flexibility with work timings to align with customer’s working hours and project delivery timelines.
· Self-motivated and capable of working independently with minimal supervision.
Certification:
· Bachelor’s degree in computer science, Information Technology, or equivalent.
· Certifications in Five9 CCaaS or related technologies are an added advantage
expertise and specialization are key to building strong relationships with marquee clients
