Job Overview

ALPerformance is a specialist Five9 consultancy built by operators who understand the realities of high-performance outbound contact centres. We partner with businesses across the UK and US to optimise outbound strategy, maximise connect rates, and deliver measurable operational improvements.

We are looking for an experienced Five9 Outbound Consultant who thrives in a fast-paced, performance-driven environment. This role is ideal for someone who enjoys solving complex operational challenges, taking ownership of client success, and working directly within Five9 to improve outbound performance and campaign efficiency.

You will act as a trusted advisor and hands-on operator for clients, managing outbound campaigns, troubleshooting issues, and driving strategic improvements that deliver tangible ROI.

Key Responsibilities

• Build, configure, and maintain outbound campaigns within Five9, including Preview, Power, and Progressive dialling modes

• Monitor campaign KPIs daily, identify performance issues, and implement effective solutions

• Troubleshoot dialler, routing, telephony, and agent configuration issues in real time

• Execute and maintain branded caller ID, call masking, and spam mitigation strategies using tools such as 448 Connect, OutboundIQ, and Numeracle

• Lead professional client review meetings with clear actions, updates, and follow-through

• Ensure client delivery remains within contracted hours and operational margins

• Develop outbound strategies that improve connect rates, conversion performance, and operational efficiency

• Advise clients proactively on pacing logic, lead management, and campaign optimisation

• Manage projects through to completion with measurable improvements in client performance metrics

• Conduct daily internal project reviews to track ownership, accountability, and progress

• Document configurations, call flows, and operational processes for internal knowledge sharing

• Support integrated systems including Retriever, OutboundANI, Salesforce, and RingCentral

• Test and quality assure new campaigns and configurations before deployment

• Act as the primary point of contact for assigned clients, building trusted relationships and resolving issues proactively

Qualifications and Experience

• Minimum of 5 years’ hands-on CCaaS experience, with strong preference for Five9 expertise

• Strong understanding of outbound dialling logic, pacing strategies, and campaign optimisation

• Proven experience troubleshooting telephony and contact centre issues, including routing, softphones, and agent environments

• Working knowledge of TCPA compliance, caller ID branding, and spam prevention strategies

• Excellent communication skills with the ability to explain technical concepts clearly to clients

• Experience within BPO or multi-site contact centre environments is highly advantageous

• Strong organisational skills with the ability to manage multiple client projects simultaneously

• Comfortable working in a fast-paced, high-accountability environment

• Reliable laptop or desktop setup with stable high-speed internet connection

About Us

At Remote Recruitment, we specialise in helping skilled South African professionals connect with top UK businesses. Our streamlined hiring process ensures you work with organisations that value your talent and career growth. With a focus on long-term success, we provide ongoing support to make sure you thrive in your role.

Join a team that appreciates your expertise – Remote Recruitment, where your success is our mission.