Role Description We’re looking for a Five9 Outbound Consultant who can both think and do, an operator who understands the grind of dialer performance and the art of optimization. You’ll manage client campaigns, refine outbound strategies, and keep systems running optimal. This isn’t a “sit back and advise” job. You’ll be deep in Five9 daily, solving problems, improving performance, and driving tangible ROI for our clients accountable for client performance, delivery and review. Key Responsibilities - Build, configure, and maintain outbound campaigns in Five9 (Preview, Power, Progressive). - Monitor campaign KPIs daily, flagging performance issues and driving fixes. - Troubleshoot dialer, routing, and agent setup issues in real time. - Execute and maintain branded caller ID, call masking, and spam mitigation (via 448 Connect, OutboundIQ, Numeracle). - Lead client review meetings – prepared, professional, and followed up with actions. - Ensure client delivery stays within contracted hours and margins. - Take ownership of client success, creating effective strategies and solutions to increase client performance, lead and manage projects to completion and create measurable improvements in client metrics. - Advise proactively on connect rate strategy, pacing logic, and lead management. - Run daily internal project reviews to track progress, ownership, and accountability. - Document configurations, flows, and processes for knowledge sharing. - Support auxiliary systems (Retriever, OutboundANI, Salesforce, RingCentral). - Test and QA new campaigns or configurations before deployment. - Act as primary contact for assigned clients, building trust and solving problems before they escalate. Qualifications - 5+ years of hands-on CCaaS experience (Five9 strongly preferred). - Solid grasp of outbound dialing logic, pacing, and campaign tuning. - Proven ability to troubleshoot telephony issues (routing, agents, softphones). - Working knowledge of TCPA, caller ID branding, and spam prevention. - Strong communicator who can translate technical detail into client language. - Background in BPO or multi-site contact centers is preferred. Benefits - We move fast, stay lean, and solve complex problems daily. - You’ll work alongside some of the sharpest Five9 operators in the industry. - If you can own your outcomes, thrive under pressure, and deliver excellence without babysitting we’ll back you all the way. - We exist to help organizations unlock the full potential of their technology and teams through proactive optimization, expert insight, and a culture built on curiosity, autonomy, and care. Similar Technologies - Genysys - Max Contact - Connex One - 8x8 - NICE CX - RingCentral - Talk Desk - Dial Pad - Five9

• Provide technical support via phone, email, and other customer channels • Troubleshoot mobile device, SIM card, network, connectivity, and account issues • Assist customers with activation, setup, subscriptions, billing, and service questions • Explain technical concepts in a simple, easy-to-understand manner • Research complex issues using available resources • Document customer interactions accurately • Escalate advanced technical issues when required • Deliver an outstanding customer experience with empathy and professionalism

• Respond to customer issues by phone, email, and ticketing system • Triage by urgency and impact, and by whether it's user error, setup, product behavior, or a true bug • Resolve Tier 1/2 issues directly when possible • Reproduce issues, gather details, and write clean escalation notes for engineering when dev is needed • Own the support queue in Zendesk • Keep customers updated so nothing disappears into a black hole • Spot repeat issues and surface them to improve the product, onboarding, and help docs • Contribute to FAQs and short walkthroughs

• Provide prompt and effective customer support by addressing inquiries, troubleshooting issues, and resolving problems related to our products. • Respond to customer questions, concerns, and complaints via various channels (phone, email, chat) professionally and courteously. • Demonstrate in-depth knowledge of our products, features, functionalities, and technical specifications to assist customers effectively. • Conduct thorough investigations and analyses of customer-reported issues, identify root causes, and provide appropriate solutions or workarounds. • Collaborate with the technical team or escalate complex technical issues as needed, ensuring timely resolution and customer satisfaction. • Document and track support tickets using our ticketing system, ensuring accurate and detailed records of customer interactions and issue resolution. • Contribute to developing and maintaining product documentation, user guides, FAQs, and knowledge base articles to assist customers in self-service support. • Deliver product training sessions remotely to educate customers on product features, best practices, and usage. • Collaborate closely with cross-functional teams, including product development, onboarding, and sales, to communicate customer feedback, identify improvement opportunities, and advocate for customer needs. • Monitor and track key performance indicators (KPIs) related to customer support, such as response time, resolution time, customer satisfaction, and ticket volumes. • Continuously expand knowledge and skills through self-learning, training programs, and certifications to stay updated with product enhancements, industry trends, and new technologies.