Outbound Consultant (Five9 Specialist)

About the role

ALPerformance is seeking a hands‑on Outbound Consultant to own and optimise Five9 outbound campaigns for its UK and US clients. You will work directly with client teams, fine‑tune dialer performance, and deliver measurable ROI through proactive strategy and technical execution.

Key responsibilities

• Build, configure and maintain outbound campaigns in Five9 (Preview, Power, Progressive).
• Monitor daily KPIs, flag performance issues and implement fixes.
• Troubleshoot dialer, routing and agent‑setup problems in real time.
• Manage branded caller ID, call masking and spam‑mitigation tools (448 Connect, OutboundIQ, Numeracle).
• Lead client review meetings, document actions and ensure delivery stays within contracted hours and margins.
• Design and execute strategies to improve connect rates, pacing logic and lead management.
• Run internal project reviews, document configurations and share knowledge.
• Support auxiliary systems such as Retriever, OutboundANI, Salesforce and RingCentral.
• Test and QA new campaigns before deployment and act as the primary contact for assigned clients.

Required profile

• 5+ years of hands‑on CCaaS experience, preferably with Five9.
• Strong understanding of outbound dialing logic, pacing and campaign tuning.
• Proven ability to troubleshoot telephony routing, agent and softphone issues.
• Working knowledge of TCPA compliance, caller ID branding and spam prevention.
• Background in BPO or multi‑site contact centres is a plus.

Required skills

• Five9 platform expertise.
• Outbound dialing logic and campaign optimisation.
• TCPA compliance and caller ID branding.
• Spam mitigation tools (448 Connect, OutboundIQ, Numeracle).
• Salesforce integration.
• RingCentral usage.
• Retriever and OutboundANI support.