Five9 Developer

Job Title: Five9 Developer
Location: Chicago, IL (Onsite)

About the Role
We're seeking skilled Five9 Developers to join a high-impact initiative modernizing enterprise contact center operations. You'll build, configure, and integrate Five9 solutions — from IVR scripting and call flow development to API integrations and custom automation — in a fast-paced, collaborative environment.

What You'll Do
• Develop, configure, and maintain Five9 IVR applications and call flows using Five9 Studio (Visual IVR) and scripting capabilities.
• Build and maintain inbound, outbound, and blended campaign configurations including ACD routing, skill-based routing, and queue management.
• Develop integrations between Five9 and CRM/enterprise systems (Salesforce, ServiceNow, Microsoft Dynamics) using Five9 REST APIs, SOAP APIs, and pre-built connectors.
• Implement Five9 screen pops, CTI integrations, and agent desktop customizations to improve agent experience and efficiency.
• Configure and maintain Five9 Intelligent Virtual Agents (IVA) and chatbot flows for automated self-service journeys.
• Build outbound dialer campaigns (predictive, progressive, preview, and power dialers), including list management and compliance (TCPA/DNC) configurations.
• Develop real-time and historical reporting using Five9 reporting tools, dashboards, and data exports for operational and executive stakeholders.
• Perform unit testing, integration testing, and UAT support for Five9 configurations and custom integrations.
• Troubleshoot and resolve Five9 platform issues including call routing failures, integration errors, and performance degradation.
• Document technical configurations, integration specifications, runbooks, and deployment procedures.
• Participate in sprint planning, code reviews, and Agile ceremonies as part of a cross-functional delivery team.

What We're Looking For
• 3+ years of hands-on Five9 development and configuration experience in enterprise contact center environments.
• Strong proficiency with Five9 Studio, VCC Administration, and IVR/call flow development.
• Hands-on experience with Five9 REST and SOAP APIs for CRM integrations, data dips, and workflow automation.
• Experience building Five9 integrations with at least one major CRM platform (Salesforce, ServiceNow, or Microsoft Dynamics).
• Solid understanding of telephony fundamentals: SIP, VoIP, DTMF, call recording, and ACD routing logic.
• Experience with outbound dialer configurations and compliance requirements (TCPA, DNC list management).
• Proficiency in at least one programming or scripting language: JavaScript, Python, Java, or similar — for API development and automation.
• Familiarity with Agile/Scrum development methodologies and tools (Jira, Confluence).
• Strong analytical and problem-solving skills with a detail-oriented approach to testing and quality.
• Five9 Certified Administrator or equivalent hands-on certification preferred.

Nice to Have
• Experience with Five9 AI capabilities including Genius AI, Agent Assist, and IVA/chatbot development.
• Exposure to cloud platforms (AWS, Azure, GCP) for Five9 hybrid integrations and data pipelines.
• Background in contact center analytics platforms or BI tools (Tableau, Power BI) for reporting extensions.
• Experience with CI/CD practices and DevOps tooling for configuration management and deployment automation.
• Knowledge of Twilio (Flex, Programmable Voice, Messaging, or Studio) as a CPaaS/CCaaS complement to Five9 is a strong plus.
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