Sr. Five9 Technical Account Manager- Five9 CCaaS

**About the Role** Lion Mountain Consulting delivers ongoing managed Five9 services to a portfolio of contact center clients — administration, configuration, IVR and dialer work, reporting, optimization, and escalation management under contract. As a Senior Five9 Technical Account Manager, you own the technical relationship for a book of managed\-services accounts. You are the person our clients call when something breaks, when their contact center needs to change, and when they want to know what to do next. That means you are hands\-on in the Five9 admin console every day, and you are also in front of client stakeholders — from contact center supervisors to VPs of Customer Experience — translating technical reality into business decisions. This is a senior individual contributor role. You will be trusted with our most complex accounts, you will set the technical standard for how our practice delivers, and you will mentor newer TAMs and administrators without carrying formal management responsibility. **What You'll OwnAccount technical ownership** * Serve as the primary technical point of contact for a portfolio of \[5–10] managed Five9 accounts across a variety of industries * Maintain deep working knowledge of each client's Five9 configuration, integrations, call flows, business rules, and operational KPIs * Build and maintain account\-level documentation: configuration baselines, runbooks, change logs, and architecture diagrams * Lead recurring client cadence calls and own the technical narrative in quarterly business reviews * Design and deliver customer training — administrator and supervisor enablement, walkthroughs of new configuration, and reusable job aids and training materials **Hands\-on configuration and change delivery** * Execute day\-to\-day administration: skills and skill groups, user and agent provisioning, dispositions, campaign profiles, prompts, hours of operation, and permissions * Design, build, test, and deploy IVR scripts in the Five9 IVR Script Designer, including data dips via the Query module and web service callouts to client APIs * Configure and tune outbound: Advanced Campaign Manager, dialing modes, pacing, list strategy, and compliance guardrails * Stand up and maintain 10DLC registrations for client SMS programs — brand and campaign registration, use\-case selection, sample message and opt\-in documentation, throughput and error monitoring, and remediation of carrier rejections * Configure Agent Desktop Plus and Supervisor Plus layouts, worksheets, and agent scripts to match client workflows * Manage change requests end to end — scoping, effort estimate, testing, scheduled deployment, and rollback plan **Reporting, optimization, and advisory** * Build and maintain custom reports and dashboards — and interpret the data, not just deliver it * Proactively surface optimization opportunities: self\-service containment, occupancy and adherence, routing efficiency, abandon rate, AHT drivers, and cost per conta