Five9 Outbound Consultant

Five9 Outbound Consultant

ALPerformance is a specialist Five9 consultancy built by experienced operators who understand the realities of high-performance contact centres. We partner with leading UK and US organisations to optimise outbound strategy, improve connect rates, and drive measurable performance.

We are seeking a hands on Five9 Outbound Consultant who thrives in a fast paced, performance driven environment. This role is ideal for someone who combines technical expertise with operational insight-someone who doesn't just advise but actively builds, optimises, and delivers results. You'll play a critical role in managing client campaigns, improving system performance, and ensuring consistent, high quality delivery.

• Build, configure, and maintain outbound campaigns within Five9 (Preview, Power, and Progressive dialling modes)
• Monitor campaign KPIs daily, identifying performance issues and implementing effective solutions
• Troubleshoot dialler, routing, and agent configuration issues in real time
• Execute and manage caller ID branding, call masking, and spam mitigation strategies (e.g. 448 Connect, OutboundIQ, Numeracle)
• Lead client review meetings with clear insights, actionable outcomes, and professional follow up
• Ensure client delivery aligns with contracted hours and commercial targets
• Take full ownership of client performance, developing and implementing strategies to improve key metrics
• Proactively advise on connect rate optimisation, pacing logic, and lead management strategies
• Run internal project reviews to maintain accountability, progress tracking, and delivery standards
• Document system configurations, workflows, and processes for internal knowledge sharing
• Support and integrate auxiliary systems such as Retriever, OutboundANI, Salesforce, and RingCentral
• Conduct testing and quality assurance on new campaigns and configurations before deployment
• Act as the primary point of contact for assigned clients, building strong relationships and resolving issues proactively

• Minimum of 5 years' hands on experience in CCaaS environments (Five9 strongly preferred)
• Strong understanding of outbound dialling logic, pacing strategies, and campaign optimisation
• Proven ability to troubleshoot telephony and contact centre issues (routing, agents, softphones)
• Working knowledge of TCPA compliance, caller ID branding, and spam mitigation practices
• Experience in BPO or multi site contact centre environments is advantageous
• Excellent communication skills, with the ability to translate technical concepts into clear client facing language
• Highly organised, self driven, and comfortable working in a fast paced environment
• Access to a reliable laptop/PC and stable high speed internet connection