Voice Specialist

Bevertec - 6 emplois

Burlington, ON

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Publié il y a 2 jours

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Job Title: Voice Specialist (Five9)

Location - Montréal, Burlington, Trois-Rivières or remote (2 days / week onsite)

Duration – 6 months - (no possibility of renewal)

Overview:

This is a short-term contract focused on helping clear an existing backlog and supporting ongoing Five9 platform initiatives.

Five9 experience is critical. The manager emphasized that candidates should already be comfortable working within the Five9 platform and able to hit the ground running.

The strongest candidates will have hands-on development experience within Five9, including scripting, integrations, and technical troubleshooting.

Candidates who can understand issues and identify root causes within the platform are preferred over those who only perform basic administration.

WORK EXPERIENCE

? Overall Experience: 5 to 8+ years in Contact Center as a Service (CCaaS) or Telecom engineering.

? Five9 Niche Focus: At least 3 to 5 years of dedicated, hands-on experience designing, deploying, and managing Five9 environments specifically.

KEY RESPONSIBILITIES

? IVR Architecture & Logic Design: Build, test, and deploy complex, multi-level Interactive Voice Response (IVR) scripts from scratch using Five9 Studio. Create dynamic, variable-driven routing menus that maximize self-service call containment.

? API Development & CRM Integration: Code and configure REST/SOAP API integrations to execute real-time ""data dips"" into enterprise CRMs (e.g., Salesforce, Zendesk). Ensure customer data instantly updates agent screens via screen-pops and automated data logging.

? Custom Scripting & Serverless Workflows: Write foundational backend logic (typically JavaScript/Node.js or Python) to manipulate JSON payloads, validate variables, handle complex webhooks, and interface with serverless environments (like AWS Lambda) directly within the IVR flow.

? Omnichannel Configuration: Deploy and manage digital touchpoints—including Web Chat, Email queues, and SMS workflows—ensuring a unified routing footprint alongside traditional voice channels.

? Advanced System Troubleshooting: Dig deep into Five9 platform logs, API responses, and call traces to independently isolate and remediate complex routing errors, system logic bugs, integration failures, or carrier-level voice quality drops.

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Foire aux questions

What is the contract duration and potential for renewal for this Voice Specialist role?

The role is a 6-month contract with no possibility of renewal.

Where is this Voice Specialist position located and is remote work available?

This role is in Burlington, ON, with remote work available and 2 days per week on-site.

What platform experience is required for this Five9 Voice Specialist role?

Five9 experience is critical, with hands-on development in Five9 including scripting, integrations, and technical troubleshooting.

What are the key responsibilities for this Five9 role?

Responsibilities include IVR architecture and logic design in Five9 Studio, API development and CRM integrations, custom scripting and serverless flows, omnichannel configuration, and advanced system troubleshooting.

What kind of prior experience is preferred for this position?

5 to 8+ years in CCaaS or Telecom engineering, with at least 3 to 5 years of dedicated Five9 design, deployment, and management experience.

What specific technical skills are emphasized for success in this role?

Proficiency in building complex IVR scripts, REST/SOAP API integrations, serverless workflows (JavaScript/Node.js or Python), and debugging Five9 platform issues.