Job Specifications
We are seeking a hands-on Five9 CCaaS Platform & Integrations Engineer to help deepen the integration and utilization of a production Five9 environment, with a primary focus on contact center integrations and data flows between Five9 and enterprise systems (e.g., CRM, data platforms, WFM, identity, and downstream reporting/analytics). The ideal candidate understands where key operational/contact-center data elements reside in Five9, and the practical API/integration mechanisms to access, transform, and operationalize that data. This role is not a general software engineering position; it is a platform/integration role requiring deep Five9 and call-center domain knowledge, plus pragmatic API proficiency.
Core Responsibilities
Five9 platform solution engineering
Lead requirements discovery and translate business needs into direction and execution using Five9 capabilities (config but also custom data mobility solutions such as API calls)
Support release/config changes through testing and production rollout, including documentation (call flows, integration mappings, config decisions).
Integrations (primary focus)
Design, implement, and troubleshoot Five9 integrations with enterprise applications (typically CRM and customer data systems).
Influence or build integrations that go beyond screen-pops, including bi-directional data exchange, event-driven updates, and workflow automation.
Work with Five9 data objects/structures and advise stakeholders on where specific data lives (configuration vs. reporting vs. operational datasets), and the correct access patterns.
API and data access
Use and/or partner closely with developers to implement API-based integrations (REST patterns; POST/GET methods; authentication; error handling; retries; monitoring).
Support queries and data extraction patterns needed for reporting/analytics and operational troubleshooting.
Create or maintain integration documentation: endpoints, payloads, field mappings, data ownership/source-of-truth.
Escalation and troubleshooting
Serve as the technical escalation point for integration defects (data mismatches, latency, failed writes, workflow breaks, contact/interaction lifecycle issues).
Identify root cause across Five9 configuration, APIs, and downstream systems; coordinate fixes across vendors and internal teams.
Required Qualifications
Deep hands-on Five9 experience, specifically supporting or implementing integrations and complex configuration (not just agent/admin basics).
Demonstrated experience delivering contact center integrations with CRM and related systems (e.g., Salesforce and similar ecosystems).
Practical knowledge of API integration concepts (REST, authentication, payload mapping, error handling). Hands-on API development is preferred; “close proximity” (technical ownership partnering with devs) is acceptable if the candidate can speak fluently and lead the work.
Strong contact-center domain knowledge: call flows, routing logic, IVR/ACD concepts, and operational reporting needs.
Ability to lead requirements sessions and operate in a consultative delivery model.
Preferred Qualifications (Nice-to-Haves)
Experience with digital engagement channels (chat/email/SMS) inside Five9 environments.
Experience with advanced scripting/workflow patterns, data transformation, and/or integration middleware (iPaaS).
Familiarity with WFM and/or downstream analytics/reporting patterns associated with contact center operations.
Prior Professional Services / Implementation background supporting multiple concurrent projects.
About the Company
Your strategic partner in digital and data transformation. Specializing in refining digital experiences and operational efficiency we offer consulting expertise in digital, AI, and data and on-demand specialized resources, aka our 'Purple Squirrels'.
Know more