Five9 System Integrator

Job description

Position Description:

Location: Can be situated anywhere in Canada within proximity to a CGI office to accommodate a hybrid work environment.

We are seeking a highly skilled Five9 CCaaS System Integrator to lead the design, implementation, integration, and optimization of our cloud contact center ecosystem built on the Five9 Intelligent CX Platform.

The ideal candidate will have deep hands-on experience with Five9 VCC, IVA/IVR Studio, call routing, CRM integrations, APIs, and omnichannel workflows. This role is responsible for translating business and operational requirements into scalable technical solutions that improve customer experience, agent productivity, and reporting visibility.

 

 

Your future duties and responsibilities:

You will work closely with Contact Center Operations, CX teams, IT, security, and third-party vendors to deliver enterprise-grade CCaaS capabilities across voice and digital channels. 

Platform Configuration & Administration
. Configure and maintain the Five9 CCaaS platform, including: 
   o Inbound and outbound voice queues 
   o Skills-based routing 
   o Campaigns and dialer settings 
   o Agent roles and permissions 
   o Dispositions and wrap-up codes 
   o Supervisor dashboards and reporting 
. Build and optimize IVR and IVA call flows using Five9 Studio 
. Configure digital channels including chat, SMS, email, and social messaging 
. Maintain business continuity and failover routing strategies 
Systems Integration
. Design and implement integrations between Five9 and enterprise systems such as: 
   o Salesforce 
   o Microsoft Dynamics 
   o ServiceNow 
   o Zendesk 
   o CRM / ERP / ticketing platforms 
. Develop and troubleshoot REST/SOAP APIs, webhooks, middleware, and SSO integrations 
. Implement authentication frameworks including SAML, OAuth, and SSO 
. Support CTI screen pops, agent desktop embeds, and real-time data exchange 
Implementation & Migration
. Lead migration from legacy telephony/contact center platforms into Five9 
. Conduct discovery workshops and gather technical/business requirements 
. Create solution design documents, call flow diagrams, and integration specifications 
. Perform system testing, UAT support, deployment, and hypercare 
. Manage release and change deployments across production and lower environments 
Optimization & Support
. Monitor platform performance, call quality, routing efficiency, and agent experience 
. Troubleshoot issues across browser, SIP/VoIP, telecom, API, and application layers 
. Recommend automation and AI enhancements such as: 
   o Agent Assist 
   o Virtual Agents 
   o Workflow automation 
   o Real-time analytics 
. Drive continuous improvement initiatives across customer journeys 

Required qualifications to be successful in this role:

Required Qualifications
  3+ years of hands-on experience implementing Five9 CCaaS solutions 
  5+ years in contact center, telephony, or cloud CX technologies 
  Strong expertise in: 
     o IVR / IVA design 
     o ACD and routing logic 
     o REST APIs / webhooks 
     o JavaScript, JSON, HTML, CSS 
     o SIP, VoIP, telecom fundamentals 
     o CRM and CTI integrations 
  Experience with Five9 Studio scripting and workflow orchestration 
  Strong understanding of contact center KPIs and operations 
  Excellent troubleshooting and problem-solving skills 
  Strong communication and stakeholder management skills 
________________________________________
Preferred Qualifications
 Five9 certifications 
 Experience with AI-powered CX tools and automation 
 Familiarity with WFM, WEM, QM, and analytics modules 
 Experience with AWS, Azure, or middleware platforms 
 Knowledge of PCI, HIPAA, GDPR, or enterprise compliance requirements 
 Experience working in Agile / Scrum delivery environments 
Blingualism: English/French

CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes factors such as skill set level, geographic market, experience and training, and licenses and certifications. Compensation decisions depend on the facts and circumstances of each case. A reasonable estimate of the current range is $75,000–$125,000. This role is an existing vacancy

Skills:

·  English
·  Telephony
·  French

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

At CGI, we value the strength that diversity brings and are committed to fostering a workplace where everyone belongs. We collaborate with our clients to build more inclusive communities and empower all CGI partners to thrive. As an equal-opportunity employer, being able to perform your best during the recruitment process is important to us. If you require an accommodation, please inform your recruiter.

To learn more about accessibility at CGI, contact us via email . Please note that this email is strictly for accessibility requests and cannot be used for application status inquiries.

Come join our team—one of the largest IT and business consulting services firms in the world.