Consultant - Customer Experience/Contact Center Solutions

Functional Experience:

Ability to analyze and suggest recommendations around contact center's functions, products & technology solutions covering AI & Gen AI solutions (IVA, etc.) to enhance customer interactions.

Industry Experience:

Knowledge & Experience in any industry divisions such as Communication Media & Technology, Financial Services, Health & Public Services, Products & Resources.

Five9 Cloud Proficiency:

Use in-depth understanding of Five9 Cloud to work in high-paced and complex projects.

Customer Service Processes:

Apply understanding of industry specific Customer Service processes by possessing a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, social media etc.).

Five9 Architecture/Framework:

Deploy thorough understanding of Five9 Architecture/Framework with leading-edge expertise in implementing multichannel center applications using Five9 tools including VCC Administrator, Campaigns and IVR scripts.

Role Requirements:

- Ability to use technical exposure to contact center and overall customer service areas: In-depth understanding of Five9.

- Plan, design, implementation, configuration of Five9.

- Experience with IVR, IVA, Outbound Voice, Email, social media, Chat, Video and (a)synchronous messaging services.

- Integrate Five9 with enterprise systems, including CRM and other third-party applications.

- Developing custom applications using Five9 platform SDK/APIs.

- Work Experience related to CICD tools.

- Easily work in high-paced and complex projects: Use understanding of industry specific Customer Service processes, operations, and functional needs.

- Deploy a strong designing skill: Deliver customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media etc.), quality monitoring, WFO, Recording etc.

- Maximize application design and development experience: Implement the orchestration platform of Five9 preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms.

Qualifications:

- Engineering Degree or MBA from a tier 1 institute.

- Minimum 4 to 8 years of design and application experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on Five9 suite.

- Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Five9 IVR Scripts, Workflow Automation, designing and implementing key business processes in the domain of Customer Services, Five9 administration & application development.