Contact Center Platform Engineer ( Five9)

Seeking a Contact Center Platform Engineer with strong Five9 experience to develop custom functionality, support CRM integrations, and enhance contact center operations. This is a hands-on technical role focused on extending Five9 capabilities beyond out-of-the-box features and ensuring seamless integration with CRM platforms, ideally Microsoft Dynamics 365., * Design, develop, and implement custom features and extensions within the Five9 contact center platform using APIs, scripting, and integration tools.

• Troubleshoot and resolve Five9/CRM integration issues, including data synchronization, screen pops, call logging, and call routing.
• Integrate Five9 with Microsoft Dynamics 365 or other CRM platforms to streamline agent workflows and improve customer experiences.
• Collaborate with technical teams, operations, and business stakeholders to develop reliable contact center solutions.
• Maintain, enhance, and document integrations to ensure stability through platform updates and changes.

Call Centers, Call Centers, United States Citizen, Microsoft Dynamics, Call Center Operations, CRM Integration, Call Center Integration, Application Programming Interface (API), Scripting (Scripting Languages), Call Routing, * Hands-on experience with Five9 or similar cloud contact center platforms (Genesys, NICE, Amazon Connect, Talkdesk).

• Proven experience developing custom functionality and integrations beyond standard contact center capabilities.
• Strong troubleshooting and debugging skills, particularly with contact center and CRM integrations.
• Programming experience with C#, JavaScript, Python, or similar languages.
• Experience working with REST APIs, scripting, and system integrations.

Nice to Have

• Experience integrating Five9 with Microsoft Dynamics 365.
• Knowledge of Power Platform, Azure services, or Dynamics 365 customization.
• Understanding of contact center technologies, including IVR, ACD, call routing, and call recording.
• Ability to collaborate effectively across technical and business teams.

Why Consider This Opportunity?

• Fully remote flexibility.
• Opportunity to work hands-on with Five9 customization and CRM integrations.
• Initial contract with strong potential for extensions.
• Ability to make a direct impact on contact center functionality, efficiency, and agent experience.

Interested? We’d love to connect with engineers who enjoy solving complex integration challenges and building solutions that go beyond standard platform capabilities.

ITR Group is an Equal Opportunity Employer. We do not discriminate against applicants on the basis of their race, color, national origin, religion, creed, disability, age, sex, sexual orientation, gender identity, marital status, familial status, or status with regard to public assistance, or membership or activity in a local human rights commission.