Technical Lead - Five9

Who We Are

Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada's largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

With a global team across North America, South America, Central America, Europe, Africa, and APAC, we offer end-to-end expertise across various service offerings: Web, Mobile & Digital Marketing | Enterprise AI | Customer Care AI & Technology | Enterprise Technology Modernization

From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

Location & Flexibility

Our Technical Lead - Five9 will be an integral part of our CX Platforms practice at TELUS Digital. This role will have the option to be in a Work From Near (Hybrid) capacity based out of one of the following offices: Charlottesville, VA, Durham, NC, Columbus, OH, or Boston, MA, OR in a Work From Anywhere (Remote) capacity from within the U.S. This role requires occasional travel to client sites and company offices to support pre-sales engagements, delivery, and collaboration.

The Opportunity

As a Technical Lead - Five9, you will be a senior technical leader in our CX Platforms practice, responsible for the design, configuration, and delivery of Five9 Intelligent CX solutions. You will translate business requirements into well-architected, scalable contact center solutions and guide engineers through build, integration, and deployment.

Beyond hands-on delivery, you will also act as a customer-facing technical advisor on Five9 platform capabilities — partnering with account, sales, and solutioning teams to help clients understand what Five9 can do for their customer experience, and supporting demonstrations, proofs of concept, and scoping when needed.

We are looking for a hands-on technical leader who is most at home in the Five9 configuration console but equally credible in front of a client — someone who can move fluidly between designing and building solutions and advising stakeholders on the art of the possible. This role executes against, and helps define, the architecture and delivery standards of the CX Platforms practice. This role offers growth opportunities into principal technical lead or technical architecture paths within the CX Platforms practice or adjacent CX & CCaaS practices.

Responsibilities

• Own the end-to-end technical design of Five9 solutions, producing Technical Design Documents and architecture that align to Five9 best practices, client requirements, and TELUS Digital delivery standards.

• Configure and implement Five9 Intelligent CX solutions across voice, digital, and outbound channels — including IVR / Studio scripts, skills-based routing, inbound/outbound/blended campaigns and dialing strategies, agent desktop, and workflow automation.

• Design and build integrations using Five9 APIs, web services, and connectors to CRM, UC, data, and third-party platforms (e.g., Salesforce, ServiceNow, Microsoft Dynamics, Zendesk, Microsoft Teams).

• Implement Five9 AI capabilities — intelligent virtual agents, agent assist, and digital engagement — to drive automation and improved customer experience.

• Provide technical direction to application engineers, review configurations and integrations, and support System Integration Testing (SIT), User Acceptance Testing (UAT), and go-live to ensure solutions meet quality and performance standards.

• Produce "as-built" documentation, configuration guides, and runbooks, and lead technical walkthroughs and handover to the client's operations or managed support teams.

• Lead hyper-care immediately following go-live, troubleshooting issues and optimizing platform performance and configuration.

• Act as a technical advisor on Five9 platform capabilities, supporting account and solutioning teams with discovery, solution demonstrations, proofs of concept, and effort estimation as needed.

• Contribute reusable assets, accelerators, and best practices to the Five9 practice, and mentor engineers to grow the team's technical depth.
  

Qualifications

• 5+ years of contact center / CCaaS implementation experience, with deep, hands-on expertise configuring and deploying Five9.