Position Description
Company Profile:
Founded in 1976, CGI is among the largest independent IT and business consulting services firms in the world. With 94,000 consultants and professionals across the globe, CGI delivers an end-to-end portfolio of capabilities, from strategic IT and business consulting to systems integration, managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results. CGI Fiscal 2024 reported revenue is CA$14.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more at cgi.com.
Job Title: Five9 Tool Support
Position: SE
Experience: 1 to 3 years
Category: Software Development/ Engineering
Shift: EST business hours (5:30 PM IST to 2:30 AM IST)
Main location: Bangalore, Chennai
Position ID: J0726-1666
Employment Type: Full Time
Education Qualification: Bachelor's degree in Computer Science or related field or higher with minimum 1 years of relevant experience.
Job Summary
We are looking for a Junior Five9 Tool Support Specialist to join our Contact Center Technology Support team. This is an entry-level, first-line support role focused on real-time monitoring, ticket triage, and basic troubleshooting of the Five9 Cloud Contact Center platform. The ideal candidate is detail-oriented, eager to learn contact center technology, and comfortable working in a fast-paced, shift-based support environment. This role offers a strong foundation and clear growth path toward Senior (L2) and Lead (L3) Five9 Support roles.
Key Responsibilities
- Monitor Five9 dashboards, queues, IVR flows, and real-time reporting for call routing anomalies, agent availability issues, and system alerts.
- Perform first-level triage of incoming incidents/tickets related to Five9 (login issues, softphone/headset connectivity, agent state issues, missed call routing).
- Log, categorize, and prioritize tickets in the ITSM tool (e.g., ServiceNow/Jira) with accurate severity classification (P1–P4).
- Perform basic troubleshooting: agent station resets, skill/queue reassignment, password resets, softphone reconfiguration, and browser/network connectivity checks.
- Follow documented runbooks and knowledge-base (KB) procedures for known issues and standard requests (e.g., adding/removing agents from campaigns, basic IVR prompt checks).
- Escalate unresolved or complex issues to L2/L3 within defined SLA windows, ensuring complete documentation of steps already taken.
- Support day-to-day administrative tasks: user provisioning/deprovisioning, basic skill/campaign assignment, and agent profile updates under supervision.
- Communicate proactively and professionally with end users, agents, and supervisors on incident status and expected resolution timelines.
- Participate in shift handover calls and maintain accurate shift logs for continuity of support.
- Assist in creating and updating KB articles and FAQs based on recurring issues.
- Follow standard operating procedures (SOPs) and escalation matrices consistently and accurately.
- Attend training sessions and shadow senior specialists to build platform knowledge and progress toward L2 responsibilities.
Must-Have Skills
- Basic understanding of contact center concepts (ACD, IVR, call routing, agent states) — or strong aptitude to learn quickly.
- Familiarity with ticketing/ITSM tools (ServiceNow, Jira, Zendesk, or similar) for logging and tracking incidents.
- Basic troubleshooting skills related to desktop, browser, network connectivity, and VoIP/softphone applications.
- Strong verbal and written communication skills for clear incident documentation and user interaction.
- Good analytical and problem-solving skills with attention to detail.
- Ability to follow structured processes, runbooks, and escalation procedures accurately.
- Willingness to work in a 24x7 rotational shift model, including weekends/holidays as per business needs.
- Basic proficiency with MS Office/Google Workspace (Excel/Sheets, Outlook/Gmail, Teams/Slack).
- Ability to multitask and stay composed while handling multiple concurrent tickets/alerts.
Good-to-Have Skills
- Prior exposure to Five9 or any other CCaaS/UC platform (Genesys, NICE inContact/CXone, Avaya, Cisco Webex Contact Center, Amazon Connect).
- Basic understanding of VoIP/SIP telephony concepts and common voice quality issues (latency, jitter, packet loss).
- Exposure to CRM tools such as Salesforce, Zendesk, or MS Dynamics.
- Basic knowledge of SQL or data/reporting concepts.
- Prior experience in a BPO, helpdesk, or technical support environment.
- Awareness of ITIL fundamentals (incident, problem, and change management).
- Interest in scripting/automation basics (JavaScript, Python) as a stepping stone toward L2/L3 growth.
Education & Experience
- Bachelor's degree in Computer Science, Information Technology, Telecommunications, or related field (or equivalent practical experience/diploma).
- 1–2 years of experience in technical/helpdesk support; with strong aptitude and communication skills are encouraged to apply.
Why Join Us
- Great starting point to build a career in Cloud Contact Center technology (CCaaS).
- Hands-on exposure to a leading enterprise contact center platform used across industries.
- Structured training, mentorship, and certification support (Five9 Administrator Certification).
- Clear, defined career progression path from Junior (L1) to Senior (L2) and Lead (L3) roles.
- Collaborative, supportive team environment with experienced mentors.
