VOICE SPECIALIST

DESCRIPTION

We are looking for a Voice Specialist to join our team of advisors at our Montreal or Quebec office.

This position is hybrid.

As an advisor/consultant for Chrome Technologies, the candidate will interact with our clients to complete the projects they have entrusted to us.

TASKS

We are looking for a highly qualified and certified Five9 engineer, specialized in contact centers, to manage the entire architecture of our cloud contact center. In this technical and operational role, the candidate will design, develop, and optimize complex end-to-end SVI scripts, sophisticated skill-based routing profiles, and advanced outbound composer configurations in a mixed environment.

The ideal candidate has both an architect and developer profile. They are comfortable designing omnichannel customer journeys as well as writing custom scripts in JavaScript or Python, managing webhooks, and administering REST/SOAP integrations to query CRM systems like Salesforce or Zendesk. As a reference Five9 expert, the candidate will also be responsible for creating customized performance dashboards and advanced call trace analysis to resolve complex routing or voice quality issues.

MAIN RESPONSIBILITIES:

• SVI Architecture and Logic Design: Design, test, and deploy from scratch complex and multi-level interactive voice response (IVR) scripts using Five9 Studio. Create dynamic routing menus based on variables to maximize autonomous call handling.
• Advanced Inbound Call Distribution (ACD): Design, configure, and optimize complex skill-based routing profiles, user queues, and priority rules to optimize agent utilization and meet strict service level agreements.
• Outbound Campaign and Mixed Mode Management: Configure, maintain, and optimize outbound composers in the main execution modes: predictive, Power, progressive, and preview. Design and implement active blending strategies to efficiently transition agents from inbound call peaks to outbound campaigns.
• API Development and CRM Integration: Develop and configure REST/SOAP integrations to perform real-time data queries in enterprise CRMs, such as Salesforce and Zendesk. Ensure that customer data is displayed instantly on agent screens using contextual windows and automated logging.
• Custom Scripts and Serverless Workflows: Develop base background logic, typically in JavaScript/Node.js or Python, to manipulate JSON payloads, validate variables, manage complex webhooks, and interact with serverless environments, such as AWS Lambda, directly within SVI flows.
• Omnichannel Configuration: Deploy and administer digital channels, including Web Chat, Email Queues, and SMS workflows, to ensure unified routing with traditional voice channels.
• Advanced System Troubleshooting: Perform in-depth analysis of Five9 platform logs, API responses, and call traces to independently isolate and correct complex routing errors, system logic anomalies, integration failures, or voice quality issues at the operator level.
• Analytics, Reporting, and Dashboards: Design and produce customized reports, scheduled historical data extracts, and real-time dashboards for supervisors and agents, focused on key contact center performance indicators, such as abandonment rate, average handling time, and first-contact resolution.

REQUIREMENTS

• ACADEMIC QUALIFICATIONS:
• Valid and verifiable Five9 Certified Administrator certification.
• Five9 Certified Implementation Engineer certification or partner-level deployment certification.
• PROFESSIONAL EXPERIENCE:
• Overall experience: 5 to 8 years or more in telecommunications engineering or contact center as a service (CCaaS).
• Specialized Five9 expertise: At least 3 to 5 years of practical experience specifically in designing, deploying, and managing Five9 environments.
• Ideal experience as a consultant: Having completed 2 or 3 medium to large-scale Five9 migrations or implementations.
• SPECIFIC SKILLS:
• Required:
• Valid and verifiable Five9 Certified Administrator certification.
• At least 5 years of experience in telecommunications, contact center engineering, or CCaaS solution deployment.
• Excellent proficiency in data exchange formats, such as JSON and XML, as well as web communication protocols, such as REST, SOAP, and webhooks.
• Desired and highly valued:
• Five9 Certified Implementation Engineer certification or partner-level deployment certification.
• Google Cloud Professional Developer, Architect certification, or equivalent experience in managing serverless functions.
• Computer science, network engineering, or equivalent practical experience in the field.