Software Developer - Five9 Developer

POSITION SUMMARY

As the Five9 VCC Contact Center Developer, you will be part of a team that's responsible for the delivery and the support of the Five9 Contact Center cloud-based solution currently utilized to most of the markets globally. You will be responsible for building and customizing new functionality on the Five9 Contact Center platform. The role requires extensive hands-on Five9 development experience and will be responsible for configuration, development, unit testing, and deployment of capabilities and functionalities. You must also have excellent technical and functional skills to deliver a seamless client interaction while working effectively with cross-functional teams to meet business needs.

This role requires strong interpersonal skills, programmer skills, collaboration, and working in a matrix organization.

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POSITION RESPONSIBILITIES

Percent of Time
Translate business requirements into well-designed solutions that make the best use of the Five9 platform through configuration whenever possible. 20
Design, prototype, build, and support solutions for the Five9 platform to meet business needs, including customizations and integrations.
30
Create and maintain documentation for all provided solutions and designs. 10
Perform solution review and knowledge transfer to the team of Five9 developers / admins 10
Participate in development workstreams, from design through testing and deployment 10
Accurately estimate work effort and set a realistic schedule for development 5
Perform or assist in the execution of functional testing 5
Maintain effective business relations and rapport - delivering timely and relevant information with the ability to quickly identify and report problems and delays 10

ORGANIZATIONAL RELATIONSHIPS

Commercial cross-functional team that includes but not limited to Functional SMEs, Developers, Product Owners, Zoetis Business, Managed Service Providers, Project Managers.


EDUCATION AND EXPERIENCE
Indicate the formal education, certification or license required and/or preferred. Include the minimum number of years of relevant experience required for the position (where legally permissible).
* At least bachelor's degree in computer science or a related field
* 5+ years of experience with Five9 Contact Center platform. (hands on exp: in Campaign, IVR Scripts)
* Completed Five9 training classes confirmed by certificate will be an additional asset.
* Other CC platforms experience will be an additional asset. (nice to have)

TECHNICAL SKILLS REQUIREMENTS
Indicate the technical skills required and/or preferred, as applicable.

Desired Qualifications:
* Deep knowledge and understanding of Contact Center terms, Five9 objects and relationship between them.
* Min 5 yr. experience with Five9 cloud Contact Center or different cloud-based contact center system.
* Working efficiently in Five9 VCC IVR Script designer. Understanding of skill-based routing, agents queue distribution algorithms, Campaign configuration, ACD reporting, etc.
* Ability to provide solutions based on dynamic data, parameters and variables.
* Ability to create documentation for provided solutions.
* Understanding of telco terms, phone curriers operations, phone number types and its properties.
* Conducting based on rules, specification and standards. Driving to standardization of provided solutions will be much appreciated.
* Ability to work within the team of multiple administrators/developers.
* Ability to work based on Agile ways of working. JIRA and Asana experience will be additional advantage.
* Knowledge of integration methods, API's usage, db query's will be additional advantage. (nice to have)

About Zoetis

At Zoetis, our purpose is to nurture the world and humankind by advancing care for animals. As a Fortune 500 company and the world leader in animal health, we discover, develop, manufacture and commercialize vaccines, medicines, diagnostics and other technologies for companion animals and livestock. We know our people drive our success. Our award-winning culture, built around our Core Beliefs, focuses on our colleagues' careers, connection and support. We offer competitive healthcare and retirement savings benefits, along with an array of benefits, policies and programs to support employee well-being in every sense, from health and financial wellness to family and lifestyle resources.

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