Glansa Associates · 3 hours ago
Five9 Developer/ Architect
Illinois, United States
Contract
Hybrid
Senior LevelGlansa Associates is seeking a Five9 Developer/ Architect to design and implement solutions for their contact center. The role involves developing IVR call flows, configuring campaigns, and integrating systems to optimize performance and ensure compliance.
Staffing & Recruiting
Hiring Manager
Rakshith P
Responsibilities
Design and develop IVR call flows using Five9 Studio
Configure inbound/outbound campaigns, skills-based routing, and queues
Implement call recordings, call monitoring, and reporting dashboards
Develop and maintain Five9 scripts and workflows
Design scalable and fault-tolerant Five9 contact center architectures
Define best practices for call routing, failover, and disaster recovery
Provide architectural guidance for cloud contact center implementations
Integrate Five9 with CRM systems (Salesforce, Zendesk, ServiceNow, etc.)
Develop APIs and middleware for system integrations (REST/SOAP)
Enable CTI, screen pops, and real-time data sync
Automate provisioning and configuration using scripts/tools where possible
Monitor and optimize call flows for latency, accuracy, and reliability
Analyze reports and KPIs (AHT, ASA, SLA, abandon rate)
Troubleshoot production issues and implement root-cause fixes
Ensure compliance with data security and privacy standards (PCI, GDPR, HIPAA if required)
Implement role-based access controls and call recording policies
Prepare technical design documents and SOPs
Provide L2/L3 support and training to operations teams
Qualification
Required
Strong experience with Five9 Studio, Call Routing, and Campaign Management
Hands-on experience with IVR, ACD, dialers, and voice workflows
API integration experience (REST/SOAP)
Knowledge of SIP, VoIP, and telephony protocols
Experience with CRM integrations (Salesforce preferred)
Scripting knowledge (JavaScript / Python / Node.js is a plus)
Experience designing cloud contact center solutions
Knowledge of high availability, load balancing, and disaster recovery
Experience with microservices or middleware integration is a plus
Preferred
Experience with CRM integrations (Salesforce preferred)
Scripting knowledge (JavaScript / Python / Node.js is a plus)
Experience with microservices or middleware integration is a plus
Company
Glansa Associates
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase