Technical Lead - Five9

Job description

WHO WE ARE Welcome to TELUS Digital https://www.telusdigital.com/ — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS https://www.telus.com/en/, one of Canada's largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture. With a global team across North America, South America, Central America, Europe, Africa, and APAC, we offer end-to-end expertise across various service offerings: Web, Mobile & Digital Marketing | Enterprise AI | Customer Care AI & Technology | Enterprise Technology Modernization From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company. LOCATION & FLEXIBILITY Our Technical Lead - Five9 will be an integral part of our CX Platforms practice at TELUS Digital. This role will have the option to be in a Work From Near (Hybrid) capacity based out of one of the following offices: Charlottesville, VA, Durham, NC, Columbus, OH, or Boston, MA, OR in a Work From Anywhere (Remote) capacity from within the U.S. This role requires occasional travel to client sites and company offices to support pre-sales engagements, delivery, and collaboration. THE OPPORTUNITY As a Technical Lead - Five9, you will be a senior technical leader in our CX Platforms practice, responsible for the design, configuration, and delivery of Five9 Intelligent CX solutions. You will translate business requirements into well-architected, scalable contact center solutions and guide engineers through build, integration, and deployment. Beyond hands-on delivery, you will also act as a customer-facing technical advisor on Five9 platform capabilities — partnering with account, sales, and solutioning teams to help clients understand what Five9 can do for their customer experience, and supporting demonstrations, proofs of concept, and scoping when needed. We are looking for a hands-on technical leader who is most at home in the Five9 configuration console but equally credible in front of a client — someone who can move fluidly between designing and building solutions and advising stakeholders on the art of the possible. This role executes against, and helps define, the architecture and delivery standards of the CX Platforms practice. This role offers growth opportunities into principal technical lead or technical architecture paths within the CX Platforms practice or adjacent CX & CCaaS practices. RESPONSIBILITIES - Own the end-to-end technical design of Five9 solutions, producing Technical Design Documents and architecture that align to Five9 best practices, client requirements, and TELUS Digital delivery standards. - Configure and implement Five9 Intelligent CX solutions across voice, digital, and outbound channels — including IVR / Studio scripts, skills-based routing, inbound/outbound/blended campaigns and dialing strategies, agent desktop, and workflow automation. - Design and build integrations using Five9 APIs, web services, and connectors to CRM, UC, data, and third-party platforms (e.g., Salesforce, ServiceNow, Microsoft Dynamics, Zendesk, Microsoft Teams). - Implement Five9 AI capabilities — intelligent virtual agents, agent assist, and digital engagement — to drive automation and improved customer experience. - Provide technical direction to application engineers, review configurations and integrations, and support System Integration Testing (SIT), User Acceptance Testing (UAT), and go-live to ensure solutions meet quality and performance standards. - Produce "as-built" documentation, configuration guides, and runbooks, and lead technical walkthroughs and handover to the client's operations or managed support teams. - Lead hyper-care immediately following go-live, troubleshooting issues and optimizing platform performance and configuration. - Act as a technical advisor on Five9 platform capabilities, supporting account and solutioning teams with discovery, solution demonstrations, proofs of concept, and effort estimation as needed. - Contribute reusable assets, accelerators, and best practices to the Five9 practice, and mentor engineers to grow the team's technical depth. QUALIFICATIONS - 5+ years of contact center / CCaaS implementation experience, with deep, hands-on expertise configuring and deploying Five9. - Proven hands-on Five9 configuration experience across IVR / Studio, ACD and skills-based routing, inbound/outbound/blended, campaigns and dialer strategies, and agent desktop. - Experience designing and building integrations using Five9 APIs, web services, and CRM / UC connectors. - Comfort in customer-facing settings, with the ability to advise stakeholders on Five9 platform capabilities and support pre-sales activities such as demonstrations, proofs of concept, and estimation. - Strong solution design skills, with the ability to produce technical design documentation and lead a team of engineers in executing against it. - Familiarity with Five9 reporting, analytics, and quality / workforce optimization capabilities. - Working knowledge of web technologies (HTML, CSS, JavaScript) and data formats (JSON, XML, REST) used for custom development and integrations. - Strong written and verbal communication skills, with the ability to explain technical concepts to both technical and business stakeholders. - Demonstrated leadership and mentoring ability within cross-functional delivery teams. - Bachelor's degree in Computer Science, Engineering, or equivalent practical experience. BONUS POINTS - Five9 certification(s) (e.g., Five9 Administrator, Implementation, or Application Developer), or progress toward certification. - Experience leading migrations from legacy or other platforms (e.g., Genesys, Amazon Connect, NICE CXone, Avaya, Cisco) to Five9. - Hands-on experience with other CCaaS platforms is a strong asset (e.g., Amazon Connect, Genesys). - Experience implementing conversational AI / IVAs and GenAI-based automation in a contact center context. - Familiarity with CRM platforms such as Salesforce, ServiceNow, or Microsoft Dynamics. - Strong programming skills in Python, JavaScript, or Java. EQUAL OPPORTUNITY EMPLOYER At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants' qualifications, merits, competence and performance without regard to any characteristic related to diversity. 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