Five9 Tool Support - Junior

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.