About Us

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.

Our Core Values:

• Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission: To create conditions within which people can thrive!

We are looking for a highly skilled PH-based Lead Five9 Engineer and Business Analyst to support a major cloud contact center transformation project for a well-known financial
institution. This individual will help lead the transition from an on-premise Genesys environment to a modern CCaaS solution using Five9 VCC and Studio 7 IVA.

This position blends hands-on technical leadership with business analysis responsibilities. You will play a critical role across the full project lifecycle—from early planning and discovery to configuration, testing, and post-deployment support. Success in this role requires both strategic thinking and the ability to execute detailed technical tasks in a collaborative, agile environment.

Duties and Responsibilities:

• Serve as the lead technical resource and business analyst for the Five9 deployment, including the retirement of legacy contact center platforms.
• Design and configure Studio 7 IVA call flows, menus, and self-service automation aligned to business requirements.
• Lead discovery meetings and collaborate with stakeholders from operations, IT, and vendor teams to gather requirements and translate them into system designs.
• Oversee all stages of the migration process - including planning, mapping existing
  features, coordinating cutovers, and validating production readiness.
• Support API and system integrations involving platforms like CRM, WFM, RedSky E911, and quality monitoring systems.
• Provide hands-on assistance during testing, go-live, and troubleshooting phases.
• Participate in Agile workflows, including sprint planning, backlog refinement, and daily stand-ups.
• Act as the subject matter expert for Five9-related issues and lead resolution efforts when technical challenges arise.

Qualifications:

• At least 5 years of experience with Five9 VCC and Studio 7 IVA, including deployments and system support.
• Demonstrated success leading large contact center migrations to Five9 from on-premise or legacy systems.
• Strong understanding of IVR design, call routing strategies, and omni-channel
  configuration (voice, email, SMS, chat).
• Experience as a business analyst or functional consultant in CCaaS implementations.
• Working knowledge of Five9 APIs, integration patterns, and third-party middleware.
• Familiarity with tools and modules such as RedSky E911, Agent Desktop Plus, Supervisor Desktop Plus, and Five9 reporting.
• Comfortable working in a fast-paced environment with multiple teams and shifting
  priorities.
• Exposure to QA/QE tools and user acceptance testing processes in a Five9
  implementation (preferred).

Required Skills:

• Five9 certification(s) in Administration, Development, or Implementation
• Experience supporting banking or financial services clients
• Understanding of industry regulations, security practices, and change control processes
• Background in deploying digital channels using Five9 (nice to have, but not currently in scope of project)