Hybrid Five9 Lead Engineer at Waterfield Tech

Five9 Lead Engineer

Company Overview

Waterfield Tech enables companies to select, design, and deploy tailored customer engagement solutions from the world’s leading providers enhanced by cutting edge Applied AI. The results are happier customers, enhanced insights, and lower costs. 

Once live, we empower companies to support, optimize, and modernize those solutions and AI applications, leading to lower risk and increased efficiency.  Our client-centric process and track record of success have earned the trust of clients around the world when it comes to customer interaction. 

We value our people—their diversity, their dedication, and their commitment to customer satisfaction. We encourage each other. We understand the value of hard work and the importance of a healthy balance. We’re all on the same page… even though we may get there from different perspectives. All in all, it’s a pretty cool place to be and we’re growing our global team of engineers, sales professionals, and creative souls. 

Position Summary

Waterfield Tech is looking for a highly skilled US based Lead Five9 Engineer and Business Analyst to support a major cloud contact center transformation project for a well-known financial institution. This individual will help lead the transition from an on-premise Genesys environment to a modern CCaaS solution using Five9 VCC and Studio 7 IVA.

This position blends hands-on technical leadership with business analysis responsibilities. You will play a critical role across the full project lifecycle—from early planning and discovery to configuration, testing, and post-deployment support. Success in this role requires both strategic thinking and the ability to execute detailed technical tasks in a collaborative, agile environment.

Key Responsibilities

• Serve as the lead technical resource and business analyst for the Five9 deployment, including the retirement of legacy contact center platforms.
• Design and configure Studio 7 IVA call flows, menus, and self-service automation aligned to business requirements.
• Lead discovery meetings and collaborate with stakeholders from operations, IT, and vendor teams to gather requirements and translate them into system designs.
• Oversee all stages of the migration process—including planning, mapping existing features, coordinating cutovers, and validating production readiness.
• Support API and system integrations involving platforms like CRM, WFM, RedSky E911, and quality monitoring systems.
• Provide hands-on assistance during testing, go-live, and troubleshooting phases.
• Participate in Agile workflows, including sprint planning, backlog refinement, and daily stand-ups.
• Act as the subject matter expert for Five9-related issues and lead resolution efforts when technical challenges arise.

Required Experience and Skills

• At least 5 years of experience with Five9 VCC and Studio 7 IVA, including deployments and system support.
• Demonstrated success leading large contact center migrations to Five9 from on-premise or legacy systems.
• Strong understanding of IVR design, call routing strategies, and omni-channel configuration (voice, email, SMS, chat).
• Experience as a business analyst or functional consultant in CCaaS implementations.
• Working knowledge of Five9 APIs, integration patterns, and third-party middleware.
• Familiarity with tools and modules such as RedSky E911, Agent Desktop Plus, Supervisor Desktop Plus, and Five9 reporting.
• Comfortable working in a fast-paced environment with multiple teams and shifting priorities.
• Exposure to QA/QE tools and user acceptance testing processes in a Five9 implementation (preferred).

Qualifications

• Five9 certification(s) in Administration, Development, or Implementation
• Experience supporting banking or financial services clients
• Understanding of industry regulations, security practices, and change control processes
• Background in deploying digital channels using Five9 (nice to have but not currently in scope of project)

Why this Role is Important

This position is a vital part of a major contact center modernization effort. The work you do will directly influence customer experience, agent performance, and long-term digital transformation goals for one of the country’s most respected financial institutions. You’ll help ensure a smooth and successful move to a modern, cloud-native CCaaS platform while collaborating with some of the industry’s top professionals.

Physical Requirements

1. Sitting:  Ability to be able to sit for long periods of time.
2. Lifting:  Ability to lift equipment and or tools up to 50 pounds.

Waterfield Tech is proud to be an equal opportunity employer.

Waterfield Tech believes that all persons are entitled to equal employment opportunity and does not discriminate against its Employees or applicants because of race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, citizenship status, disability, protected medical condition, military status, genetic information, or any other basis prohibited by applicable federal, state, or local law. This policy extends to all aspects of our employment practices including, but not limited to, recruiting, hiring, training, discipline, promotion, transfers, compensation, benefits, leaves of absence, termination, and all other terms and conditions of employment.