Role: Five9 Business Analyst
Location: Chicago, IL (United States)
Term: Contract
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 You'll Do
- Elicit, document, and manage business and functional requirements for Five9 contact center implementations across voice, digital, WEM, and AI capabilities.
- Facilitate discovery workshops, process mapping sessions, and stakeholder interviews with operations, IT, and executive teams to capture current-state and future-state contact center requirements.
- Translate business requirements into detailed Five9 functional specifications, user stories, and acceptance criteria for development and configuration teams.
- Analyze existing contact center workflows (IVR flows, routing logic, agent scripts, escalation paths) and recommend Five9-based improvements.
- Act as the functional subject matter expert (SME) for Five9 features — advising stakeholders on Five9 capabilities across ACD, IVR, Digital Engagement, WEM, Reporting, and AI/IVA.
- Collaborate with Five9 architects and developers to ensure requirements are accurately reflected in solution designs and configurations.
- Develop and maintain functional documentation including BRDs, process flow diagrams, data flow maps, use case documents, and traceability matrices.
- Support UAT planning and execution: write test cases, coordinate testing with business users, track defects, and validate acceptance criteria.
- Manage requirements change requests, assess impact, and communicate changes across project stakeholders.
- Support training planning and end-user adoption activities for Five9 rollout and change management.
- Assist with post-go-live stabilization, monitoring business KPIs, and identifying optimization opportunities within Five9.
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.
Why Join Us
- This role puts you at the intersection of business strategy and technology delivery. You'll have a direct line of sight to outcomes, working with passionate teams to ensure Five9 doesn't just get implemented — it gets adopted, optimized, and loved by the people who use it every day.
