Technical Lead - Five9
TELUS Digital · Remote · Remote, US ·
COMPENSATION
$132k – $165k
Listed on the employer's job board (Ashby)
- Technical Lead role
- Five9 expertise required
- Fully remote (US)
- Hybrid options available
- Client-facing duties
Join the CX Platforms practice at TELUS Digital as a senior technical leader focused on Five9 Intelligent CX solutions. You will translate business needs into scalable architectures, guiding engineers through build and deployment while acting as a trusted advisor to clients.
This position balances hands-on configuration with strategic leadership, offering opportunities to influence delivery standards and mentor team members. You will collaborate with sales and solutioning teams to demonstrate platform value and support pre-sales activities.
What you'll do
- Design end-to-end Five9 solutions aligned with best practices and client needs
- Configure IVR scripts, routing strategies, campaigns, and agent desktops
- Build integrations with CRM and UC platforms using APIs and web services
- Implement AI capabilities like virtual agents and agent assist features
- Guide engineers through testing, deployment, and post-launch support
- Create technical documentation, runbooks, and configuration guides
- Support pre-sales efforts with demos, proofs of concept, and scoping
- Mentor team members and contribute reusable assets to the practice
What you'll need
- 5+ years of CCaaS implementation experience with deep Five9 knowledge
- Hands-on expertise in IVR, ACD, routing, and dialer strategies
- Experience building integrations via Five9 APIs and connectors
- Comfortable advising stakeholders and supporting pre-sales activities
- Strong solution design skills and ability to lead engineering teams
- Familiarity with Five9 reporting, analytics, and workforce optimization
- Working knowledge of HTML, CSS, JavaScript, JSON, XML, and REST
- Excellent communication skills for technical and business audiences
- Bachelor’s degree in Computer Science, Engineering, or equivalent experience
Nice to have
- Hold Five9 Administrator, Implementation, or Developer certifications
- Experience migrating from Genesys, Amazon Connect, or other platforms
- Hands-on experience with other CCaaS platforms like NICE CXone or Avaya
- Background in implementing conversational AI or GenAI automation
- Familiarity with Salesforce, ServiceNow, or Microsoft Dynamics
- Strong programming skills in Python, JavaScript, or Java
Stack
- Five9
- Salesforce
- ServiceNow
- Microsoft Dynamics
- Zendesk
- Microsoft Teams
- HTML
- CSS
- JavaScript
- JSON
- XML
- REST
- Python
- Java
How you'll work
- Fully remote within the U.S. or hybrid from VA, NC, OH, or MA
- Occasional travel to client sites and company offices required
- Supports pre-sales engagements, delivery, and collaboration