INTRODUCTION

We are seeking a Five9 Developer to support the design, development, and optimization of cloud-based contact center solutions. This role focuses on hands-on configuration, integration, and customization of Five9 platforms to deliver scalable and high-performing customer engagement solutions.

Work Model

We strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a remote position open to qualified applicants in Chicago, IL.

We support a healthy work-life balance through our wellbeing programs.

KEY RESPONSIBILITIES

1. Five9 Development & Configuration
2. Configure and customize Five9 VCC platform components including IVR, ACD, and call routing
3. Build and maintain IVR scripts, call flows, and automation workflows
4. Configure inbound, outbound, and blended campaigns
5. Set up skills-based routing, queues, and agent profiles

6. Support call recording, reporting, and workforce management modules

7. Integration Development

8. Develop and maintain integrations between Five9 and external systems (e.g., Salesforce, ServiceNow) using REST APIs
9. Support data synchronization and workflow automation between platforms
10. Assist in integrating telephony systems (SIP, VoIP, PSTN)

11. Troubleshoot and resolve integration-related issues

12. System Support & Optimization

13. Monitor system performance and assist in optimizing routing and call flows
14. Troubleshoot call quality, connectivity, and configuration issues
15. Support production deployments and post-go-live activities

16. Participate in system testing, validation, and release support

17. Cloud & Security Support

18. Support cloud-based contact center architecture using Five9
19. Assist with implementing secure authentication methods (SSO, SAML, OAuth)
20. Ensure adherence to security and compliance standards (PCI, SOC2, etc.)
21. Collaborate with infrastructure and network teams on environment setup

REQUIRED QUALIFICATIONS

• 3–5+ years of experience working with contact center technologies, preferably Five9
• Hands-on experience with:
• Five9 VCC (IVR, ACD, campaigns, reporting)
• SIP, VoIP, and telephony concepts
• REST APIs and system integrations
• CRM integrations (Salesforce or similar)
• Basic understanding of authentication protocols (SSO, SAML, OAuth)
• Familiarity with SQL or reporting tools

SOFT SKILLS

• Strong problem-solving and troubleshooting abilities
• Good communication and collaboration skills
• Ability to work in cross-functional teams
• Detail-oriented with strong documentation skills
• Proactive and adaptable mindset

NICE TO HAVE

• Five9 certifications
• Experience with scripting or programming (JavaScript, Python, or similar)
• Exposure to Workforce Optimization tools (e.g., Verint WFM)
• Experience working in cloud-based environments

PAY TRANSPARENCY

The annual salary range for this role is $80,000 – $100,000 USD, depending on experience, skills, qualifications, and internal equity.

This position is also eligible for a comprehensive benefits package.

BENEFITS

• Medical / Dental / Vision / Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term / Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time.

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