Trident Consulting is seeking a ”Five9 Business Analyst”. A global leader in business and technology services.
Role: Five9 Business Analyst / Developer
Location: Chicago, IL (Hybrid – 3 days office in a week)
Type: Contract
Rate: $60 - $65/hr.
About the Role
We're looking for a sharp, experienced Five9 Business Analyst to bridge the gap between business operations and technical delivery on a high-visibility contact center transformation. You'll own requirements, translate them into actionable configurations and user stories, and ensure Five9 solutions truly meet the needs of agents, supervisors, and customers.
What We're Looking For
- 3+ years of BA experience on contact center technology projects, with direct exposure to Five9 or comparable CCaaS platforms (Genesys, Avaya, NICE, Amazon Connect).
- Strong understanding of contact center operations: inbound/outbound call handling, omnichannel routing, IVR design, workforce management, and quality monitoring.
- Proven ability to write clear, structured business requirements documents, user stories, and functional specifications in Agile and waterfall environments.
- Experience facilitating workshops and leading discovery sessions with business and technical stakeholders at varying levels of seniority.
- Familiarity with Five9 platform features: VCC, Studio IVR, Digital Engagement, WEM, Reporting & Analytics, and AI/IVA capabilities.
- Proficiency in process modeling tools (Visio, Lucidchart, MIRO) and project/requirements tools (Jira, Confluence, Azure DevOps).
- Strong analytical mindset with the ability to assess gaps between current-state processes and Five9 capabilities.
- Excellent communication and interpersonal skills — able to work across operations, technology, and leadership teams effectively.
- Experience with UAT coordination and defect management in large-scale technology deployments.
Nice to Have
- Hands-on experience configuring or administering Five9 (not just analyzing) — admin access, reporting setup, or IVR flow review.
- Familiarity with CRM platforms (Salesforce, ServiceNow) as they relate to Five9 screen pops and data dips.
- Background in contact center workforce management (scheduling, forecasting, adherence) using WEM tools.
- CBAP, PMI-PBA, or Agile (SAFe BA) certification is a plus.
- Awareness of Twilio Flex or Twilio-based contact center implementations is a preferred differentiator.
About Trident
Trident Consulting is an award-winning staffing and consulting firm headquartered in San Ramon, CA. Since 2005, we’ve partnered with Fortune 500 and high-growth companies to deliver high-quality talent across technology, engineering, business operations, and professional services.
We specialize in contract, contract-to-hire, and direct hire placements, supporting roles across IT, data & analytics, cloud, cybersecurity, finance & accounting, HR, operations, and more. With a strong focus on hard-to-fill and niche positions, our global recruiting engine enables us to deliver speed, quality, and scale.
