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Contact Center Dev Lead – Five9 /Twilio

ICONMA

Role overview

Qualifications

  • Experience: 4–12 Years
  • Five9 VCC (VCC, IVA, ADP, Reporting)
  • SIP, VoIP, Telephony concepts
  • REST APIs and system integrations

Responsibilities

  • Design end-to-end Five9 VCC contact center solutions aligned with business and compliance requirements.
  • Lead deployment and configuration of Twilio/ Five9 VCC environments (Production, UAT, Dev).
  • Configure Five9 modules including ACD, IVR, WFM, Reporting, and Call Recording.
  • Design and manage cloud-based contact center architecture.

Key facts

Hard skills

Telephony SQL (Programming Language) Single Sign-On (SSO) SAMtools OAuth DevOps Workforce Optimization

Other skills

  • Analytical Skills
  • Troubleshooting (Problem Solving)
  • Communication
  • Teamwork
  • Problem Solving

About the company

ICONMA logo

ICONMA

Management Consulting

We provide Professional Staffing Services & Project-Based Solutions for a broad range of Fortune 500 organizations. ICONMA is a certified Woman-Owned staffing company and was founded in 2000. ICONMA’s corporate headquarters is in Troy, Michigan, and has 15+ locations worldwide. What makes ICONMA stand out in a fiercely competitive industry? *We provide integrated, full lifecycle services across a broad range of business and technical platforms. *No single company can duplicate our full range of staffing and permanent recruiting services nationwide. *Proven track record of attracting and retaining exceedingly skilled professional workers in a highly competitive market. SERVICES OFFERED Staff Augmentation (Contract, Contract to Hire, Direct Hire, Single Source) Data Analysis Project-Based Services & Solutions Hire Train Deploy Service Model Offshore Staff Augmentation Payroll Services AREAS OF EXPERTISE - Information Technology - Engineering - Business Professional - Accounting/Finance - Admin/Clerical/Call Center - Healthcare/Clinical/Scientific - Marketing/Creative mail linkedin@iconma.com Phone (888) 451-2519 Website http://www.iconma.com

Company details

Company typeLarge
IndustryManagement Consulting
Company size1001 - 5000

Links

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Job description

Our client, a IT Services and Consulting company, is looking for a Contact Center Dev Lead – Five9 /Twilio for their Remote location.
 
Responsibilities:
  • Contact Center Solution Design
  • Design end-to-end Five9 VCC contact center solutions aligned with business and compliance requirements.
  • Create high-level and low-level design documents (HLD/LLD).
  • Architect IVR call flows, routing strategies, skills-based routing, and omnichannel configurations.
  • Design secure and scalable integrations with CRM systems, APIs, and backend platforms.
  • Ensure solutions meet high availability, disaster recovery, and resiliency standards.
  • Installation & Implementation:
  • Lead deployment and configuration of Twilio/ Five9 VCC environments (Production, UAT, Dev).
  • Configure campaigns (inbound/outbound/blended), skills, agents, queues, and routing rules.
  • Implement IVR scripts, call flows, and Twilio/ Five9 configurations.
  • Support telephony setup including SIP trunking and PSTN integrations.
  • Coordinate with network, security, and infrastructure teams during implementation.
  • Perform system validation testing and go-live support.
  • Configuration & Administration:
  • Configure Five9 modules including ACD, IVR, WFM, Reporting, and Call Recording.
  • Manage User provisioning, Roles, and Access controls.
  • Implement Call routing logic, Call recording rules, and Compliance configurations.
  • Monitor system performance and optimize routing and capacity planning.
  • Troubleshoot call quality, connectivity, and configuration-related issues.
  • Cloud Engineering:
  • Design and manage cloud-based contact center architecture.
  • Integrate Five9 with cloud-native services and REST APIs.
  • Implement secure authentication (OAuth, SSO, SAML) integrations.
  • Ensure compliance with financial industry security standards (PCI, SOC2, etc.).
  • Support cloud networking concepts including VPN, firewall rules, and load balancing.
  • Optimize system performance and scalability in cloud environments.
 
Requirements:
  • Experience: 4–12Years
  • Required Technical Skills:
  • Five9 VCC (VCC , IVA, ADP, Reporting)
  • SIP, VoIP, Telephony concepts
  • REST APIs and system integrations
  • CRM integrations (Salesforce or similar)
  • SQL basics and reporting knowledge
  • SSO / SAML / OAuth authentication
  • Soft Skills:
  • Strong analytical and troubleshooting skills
  • Excellent stakeholder communication
  • Ability to work in cross-functional global teams
  • Documentation and design articulation capability
  • Proactive problem-solving mindset
  • Nice to Have:
  • Certifications in Five9 / Cloud platforms
  • DevOps exposure (CI/CD, automation scripting)
  • Experience with Workforce Optimization (Verint WFM ) tools
 
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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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