Salary: R36 000 per month
Location: South Africa – Remote
Employment Type: Full-time
Working Hours: UK-aligned hours
Salary: Competitive, depending on experience
About the Role
We are looking for an experienced Senior Five9 Technical Consultant to design, implement and support cloud contact centre solutions for international clients.
This is a hands-on, client-facing role suited to someone with strong Five9 experience who can take a solution from requirements gathering and technical design through implementation, testing, optimisation and ongoing support.
Requirements
Key Responsibilities
- Design, configure and implement Five9 Contact Centre solutions for client environments.
- Lead technical discovery sessions and translate business requirements into practical Five9 solutions.
- Configure inbound and outbound campaigns, including Predictive, Progressive, Preview and Power Diallers.
- Design and configure IVR workflows, call routing, skills, queues and failover logic.
- Implement and support integrations between Five9, CRM platforms and third-party applications using APIs.
- Troubleshoot complex Five9 issues including agent connectivity, telephony, call routing and integrations.
- Support enterprise Five9 implementations, migrations and production environments.
- Conduct system testing and User Acceptance Testing (UAT) before deployments.
- Monitor system performance, conduct health checks and recommend improvements.
- Manage technical incidents and provide root-cause analysis for high-priority issues.
- Produce clear technical documentation and solution designs.
- Provide technical guidance and training to clients, administrators and internal teams.
Experience Required
- Strong hands-on experience implementing, configuring and supporting Five9.
- Experience with enterprise contact centre or CCaaS environments.
- Strong knowledge of inbound/outbound campaigns, diallers, IVR and call routing.
- Experience with CRM and API integrations, ideally including Salesforce.
- Understanding of SIP, VoIP and contact centre telephony.
- Experience troubleshooting complex production issues.
- Strong client-facing communication and technical consulting skills.
- Experience delivering implementations from requirements gathering through to go-live and ongoing support.
Advantageous
- Five9 certification.
- Experience with Zendesk, Salesforce, Genesys, Amazon Connect or similar CCaaS platforms.
- Experience with REST APIs, SQL, Azure or AWS.
- Previous experience supporting UK or international clients.
About You
You are technically strong, confident working directly with clients and comfortable taking ownership of complex Five9 environments. You enjoy solving technical problems, improving contact centre performance and delivering reliable solutions from initial design through to production support.
