Posted 2 months ago
Five9 Configurator
@ Querentia Inc.
Remote in Canada
Overview
Querentia Inc. is hiring a contract Five9 Configurator to configure, optimize and support enterprise contact center environments. The work covers Five9 platform configuration, IVR and ACD routing, Agent Assist AI, integrations, automation and performance monitoring. Strong hands-on Five9 administration and Agent Assist AI summary and transcript configuration are the key priorities.
Responsibilities:
- Configure Five9 tenants, IVR, call flows and routing
- Configure Agent Assist AI summaries and transcripts
- Set up outbound campaigns, dialing and AMD tuning
- Integrate Five9 with Salesforce, ServiceNow and Zendesk
- Provide Tier 2/3 troubleshooting and build reports
Requirements summary:
- Strong hands-on Five9 configuration experience
- Expertise in Agent Assist AI summaries and transcripts
- Advanced IVR, ACD and routing experience
- Salesforce CTI or CRM integration experience
- Telephony troubleshooting knowledge (VoIP, SIP, jitter, MOS)
Tools & skills
Source and dates
Source type not verified · jsonld
- Employer posting date
- 2026-09-10
- First seen by our source
- 2026-10-26
- Source record updated
- 2026-11-05
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Department | Customer service |
| Travel | air: none · ground: none |
| Work setting | Office |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Querentia Inc.
| Field | Value |
|---|---|
| Open jobs on Jobsy | 331 |
Five9 Configurator
Role Overview
We are seeking a hands-on Five9 Configurator to configure, optimize, and support enterprise contact center environments. The role will focus on Five9 platform configuration, IVR/ACD routing, Agent Assist AI, integrations, automation, and performance monitoring .
Key priority: Strong experience configuring Agent Assist AI summaries and transcripts .
Key Responsibilities
•
Build and configure Five9 tenant environments, including users, security, agent scripts, and dispositions .
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Design and modify IVR, call flows, routing logic, schedules, and menus using Five9 Studio/Admin Console.
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Configure ACD, skill-based routing, and omni-channel queues .
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Configure Agent Assist AI summaries and transcripts .
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Implement automation, self-service AI, and Intelligent Virtual Agent (IVA) workflows.
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Manage outbound campaigns, predictive/progressive dialing, list management, and AMD tuning.
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Translate business requirements into technical specifications and call-routing solutions.
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Configure integrations with Salesforce, ServiceNow, Zendesk , and other enterprise platforms using APIs/web services.
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Provide Tier 2/3 troubleshooting for routing, audio quality, and integration issues.
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Develop dashboards, KPIs, reports, and scheduled data extracts supporting workforce optimization.
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Ensure configurations comply with TCPA, DNC, and data privacy requirements .
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Document configurations and provide knowledge transfer to operational teams.
Required Skills & Experience
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Strong hands-on Five9 configuration and administration experience.
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Expertise in Agent Assist AI summaries and transcripts .
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Advanced IVR, ACD, call routing, and contact center configuration .
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Experience with outbound dialers, campaigns, pacing, and AMD.
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Strong CRM/third-party integration experience, particularly Salesforce CTI .
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Experience with APIs, web services, and enterprise integrations.
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Strong troubleshooting skills across telephony, routing, integrations, and application performance .
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Understanding of VoIP, SIP, packet loss, jitter, and MOS .
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Experience with reporting, dashboards, and workforce optimization.
Nice to Have
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Salesforce CTI integration experience.
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Experience with WFA (Workforce Analytics/Optimization) .
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Experience with OpenSearch or similar monitoring/analytics platforms .
Journal
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