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Management Analyst
Full-time
Roles & Responsibilities:
Act as a
Contact Center solution specialist
, leading the
design, configuration, and delivery of Five9-based customer interaction solutions
across voice and digital channels
Drive
end-to-end solutioning
, including
IVR, omnichannel routing, agent desktop, and campaign configurations
, aligned to business and customer experience objectives
Actively contribute to and support
pre-sales activities
, including
RFP responses, solution design, effort estimation, and development of proof of concepts (POCs)
Play a key role across
project delivery lifecycle
—from
requirement discovery and solution design to build, testing, and deployment
Lead/participate in
client workshops, requirement gathering sessions, and design discussions
, translating business needs into scalable CCaaS solutions
Contribute to
practice development initiatives
, including:
Creation of
point of views (POVs)
on CX transformation and AI-driven contact centers
Development of
reusable assets, accelerators, and best practices
Professional & Technical Skills:
1–6 years of experience in
Contact Center environments
, with strong functional and technical expertise across
Five9
voice and digital channels
(Chat, Email, SMS, WhatsApp, Web, Social)
\+ Consulting experience
Proven experience in
Five9 implementations
, including:
CRM integrations (Salesforce/MS Dynamics) and Screen Pop configuration
End-to-end solution design and deployment
Strong experience in
designing and implementing IVR and self-service solutions
using
Five9 IVR Script Designer / Studio
, including
speech-enabled solutions
Hands-on experience with
Omnichannel routing and orchestration
, including
ACD (skills-based routing, queues, call variables, dispositions)
Strong knowledge of
Five9 platform components
, including:
Dialer (Predictive, Progressive, Preview) and campaign management
Agent Desktop Plus (ADP) and agent experience optimization
Reporting & Analytics, dashboards, and performance tracking
Call recording, quality monitoring, and compliance features
Experience in
integration and solution architecture
, including:
REST APIs, web services, and middleware integrations
Five9 adapters/connectors and marketplace plugins
Integration with enterprise systems and orchestration layers
Hands-on experience or strong exposure to
Intelligent Virtual Agent (IVA)
for
chatbot and voice bot implementations
Experience integrating Five9 with
NLU platforms
(e.g., Dialogflow, Amazon Lex) for
conversational AI solutions
Understanding and application of
AI-driven capabilities
, including:
Intelligent routing and automation
Virtual assistants and self-service optimization
Agent Assist and real-time guidance
Speech analytics, sentiment analysis, and customer insights
Ability to identify and implement
AI-led use cases
to improve
customer experience, containment, and operational efficiency
Awareness of RPA and automation frameworks in customer service ecosystems
Additional Information:
Five9 certifications (Inbound, Outbound, Digital, IVA.) are a plus Experience working with Fortune 500 organizations, leading self-service vendors, or consulting firms is preferred
An opportunity to work on transformative projects with key G2000 clients.
Potential to co-create with leaders in strategy, industry experts, enterprise function practitioners, and business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.
Ability to embed responsible business into everything—from how you service your clients to how you operate as a responsible professional.
Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge, and capabilities.
Opportunity to thrive in a culture that is committed to accelerating equality for all. Engage in boundaryless collaboration across the entire organization.
