Technical Support Consultant

About ALPerformance

ALPerformance is a specialist Five9 consultancy built by ex-operators, not theorists. We optimize outbound strategy, maximise connect rates, and run high-performance contact centers across the UK and US. Agile, fast paced, high performing.

We deliver consistent, proactive, and transparent service. We anticipate needs, solve problems before they escalate, and act as an extension of each client’s operation. Clients can rely on us for responsive, accurate, and dependable solutions that make complex systems simple and effective.

The Role

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.

Also the list of similar tech or tech that is a green Flag

• Genysys 
• Max Contact 
• Connex One 
• 8x8 
• NICE CX
• RingCentral 
• Talk Desk
• Dial Pad
• Five9

What You’ll Bring

• 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

Why Join ALPerformance

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.