Five9 Consultant- Song (GN) - Warsaw, Sienna 39 | Accenture Job

THE WORK:

• Lead and support end-to-end implementations of Five9 cloud contact center solutions.
• Gather and analyze business and technical requirements from stakeholders.
• Design contact center architectures, call flows, IVR flows, routing strategies, and omnichannel customer journeys.
• Configure and customize Five9 components, including Voice, Digital Engagement, IVR, inbound and outbound campaigns, routing, Agent Desktop, Workforce Management (WFM), Quality Management (QM), Workforce Engagement Management (WEM), reporting and analytics. These are established areas of the Five9 platform. 
• Collaborate with integration teams to connect Five9 with CRM, bot platforms, ERP, and other enterprise platforms using available APIs and integration capabilities. Five9 provides REST APIs, SOAP Web Services, SDKs and CRM integrations
• Support solution testing, user acceptance testing (UAT), and deployment activities.
• Provide guidance and Five9 best practices to clients throughout the implementation lifecycle.
• Deliver workshops, training sessions, and knowledge transfer activities.
• Troubleshoot technical and functional issues and support continuous improvement initiatives.

HERE’S WHAT YOU’LL NEED:

• Hands-on experience implementing Five9 solutions in enterprise contact center environments.
• Strong understanding of contact center operations and customer service processes.
• Hands-on experience with Five9 IVR and call flows, routing and queue/skill management, voice and digital channel configuration, inbound/outbound campaigns, reporting and analytics, and interaction workflows. Five9's current platform documentation covers IVR, Digital Engagement, Advanced Campaign Manager, reporting/analytics and workforce capabilities. 
• Experience gathering business requirements and translating them into Five9 functional and technical solutions.
• Knowledge of integration approaches, APIs, and cloud technologies. Five9 exposes platform APIs and developer capabilities for integrations. [
• Strong stakeholder management and communication skills.
• Ability to work independently and manage multiple projects simultaneously.
• Excellent English communication skills.

BONUS POINTS IF YOU HAVE:

• Five9 certifications or relevant Five9 platform training.
• Experience integrating Five9 with Salesforce, Microsoft Dynamics 365, ServiceNow, or other CRM platforms. Five9's documentation lists integrations for these major CRM platforms, and it provides a dedicated Salesforce adapter. 
• Knowledge of Workforce Management (WFM), Quality Management (QM), Workforce Engagement Management (WEM), and Workforce Optimization (WFO) within Five9. 
• Experience working in Agile project environments.
• Knowledge of other CCaaS platforms such as Genesys Cloud CX, Amazon Connect, NICE CXone, Sprinklr Service, or Microsoft Dynamics 365 Contact Center.
• Understanding of cloud platforms such as Azure, AWS, or Google Cloud.
  

WHAT WE OFFER?

• Permanent employment contract.
• Individual support of a People Lead and a specific path of professional development, as well as the possibility of a session with a Coach.
• A wide training package (soft, technical, and language training offer, access to the e-learning platforms, Gallup test, GenAI training, possibility of co-financing courses, and certification).
• Employee Assistance Program - legal, financial, and psychological consultations.
• Accenture employees eligible for the Employee share purchase plan automatically become eligible for quarterly dividends if they own company shares.
• Paid employee referral program.
• Private medical care, life insurance.
• Access to the Worksmile platform (possibility of using a wide range of products and services, including the Multisport card).

Global Network is a part of Europe  Strategy & Consulting practice, pulling together multinational and cross-cultural professionals based at key locations across Europe. No matter what business, no matter where in the world, our unrivaled industry and function experts help our Clients to shape the future creating clearly defined, measurable value. We are delivering on the promise of technology and human ingenuity. Our Poland part of GN Consulting Hub is located in Warsaw, Kraków, Wrocław, Łódź and Szczecin. Your impact will be truly global as you will leverage an unmatched network of people, knowledge, tools and technologies and work alongside some of the best thinkers in the market.

WHAT WE BELIEVE:

Accenture does not discriminate employment candidates on the basis of race, religion, color, sex, age, disability, national origin, political beliefs, trade union membership, ethnicity, denomination, sexual orientation or any other basis impermissible under Polish law.

All our leaders are committed to building a better, stronger and more durable company for future generations to create positive, long-lasting change. Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and creative, which helps us better serve our clients and our communities.

Our position as partner to many of the world’s leading businesses, organizations and governments affords us both an extraordinary opportunity and a tremendous responsibility to make a difference. Sustainability is one of our greatest responsibilities, which we embed it into everything we do and for everyone we work with.

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About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

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We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.