Voice Engineer (Hamilton)

About ALTEN: In just three decades, ALTEN has become a global leader in Research & Development, Engineering, IT Services, Life Sciences, and Network Services. With a presence in more than 30 countries and a team of over 60,000 employees, we are trusted by industry leaders worldwide to deliver pioneering solutions and drive technical excellence. ALTEN CANADA, a proud subsidiary of ALTEN headquartered in France, is dedicated to serving the Canadian market.

With offices in Montreal and Toronto, we combine global expertise with local insight to accelerate innovation across Canada. At ALTEN CANADA, our consultants thrive on solving complex, highly technical challenges across diverse industries. From Life Sciences to Energy, Automation to Manufacturing, Aviation, Defense.

Automotive, Rail and Transportation to Information Systems and Telecommunications, our unwavering commitment to excellence shaping the future of technology and industry. We are looking to hire an experienced CCaaS (Contact Center as a Service) Consultant for our client in telecom sector. Job Title: Voice Specialist/ CCaaS (Contact Center as a Service) Consultant.

Location: Montréal, Burlington, Trois-Rivières (Anyone of them). Onsite Requirement: Hybrid 2 days per week. Duration: 6 months.

Responsibilities Build and deploy multi-level IVR scripts in Five9 Studio. Configure skill-based routing profiles, user queues, and priority rules. Manage outbound dialer campaigns (Predictive, Power, Progressive, Preview).

Develop REST/SOAP API integrations for real-time CRM data synchronization. Write custom JavaScript/Python scripts for webhooks, JSON payloads, and serverless workflows. Deploy and manage digital touchpoints (Web Chat, Email, SMS).

Troubleshoot Five9 platform logs, API responses, and call traces. Design custom reports and dashboards for KPIs (Abandonment Rate, Average Handle Time, First Contact Resolution). Design, build, and optimize cloud contact center architecture using Five9.

Focus on IVR scripts, skill-based routing, outbound dialer configurations, and omnichannel customer journeys. Integration with CRMs (Salesforce, Zendesk) via REST/SOAP APIs and custom scripting (JavaScript/Python). Troubleshooting complex routing errors, voice quality issues, and system logic bugs.

Development of custom performance dashboards and real-time analytics. Skills & Qualifications Five9 Certified Administrator (current and verifiable). 5+ years in Contact Center as a Service (CCaaS) or Telecom Engineering. 3-5 years of hands‑on experience with Five9 environments. 3-5 years of experience in JSON, XML, REST, SOAP, and Webhooks. 3-5 years of experience in JavaScript/Node.js or Python scripting. Nice to Have GCP Certified Developer/Architect or equivalent serverless experience.

Background in Computer Science or Network Engineering. Tools & Software Five9 Studio Salesforce Zendesk AWS Lambda REST/SOAP APIs JavaScript/Node.js Python Why Join Us? ALTEN Canada fosters a dynamic, collaborative work environment where every team member is empowered to reach their full potential.

We are deeply committed to investing in our people by offering meaningful experiences and supporting continuous learning, growth, and career development. At ALTEN Canada, your skills are celebrated, your ambitions supported, and your growth continuously nurtured. Join us and discover the difference of working with a company that values innovation, collaboration, and excellence.

ALTEN CANADA is committed to promoting diversity, equity, and inclusion. We strive to provide a workplace where every individual feels welcomed, valued, and respected, allowing them to thrive to their full potential. This includes our dedication to offering accessibility measures to those who require them.

Should you require accommodation during our recruitment process, please reach out to us. #J-18808-Ljbffr