Platform Configuration Engineer

2 weeks ago

Mandaluyong, Philippines Five9 Full time

Five9 Mandaluyong, National Capital Region, Philippines Platform Configuration Engineer Five9 Mandaluyong, National Capital Region, Philippines This is a full-time Hybrid role for a Platform Configuration Engineer based in Metro Manila. Responsibilities Takes the lead in requirements gathering, configuration, product training, solution testing, and production rollout. Act as a Project Engineer (PE) or as a Solution Architect (SA) when working on accounts. Whichever role type will be needed and applied to a project’s implementation will be assessed and decided upon by PS management. Build customer trust by setting expectations and ensuring their business needs align with the Five9 solution. Exchange standard/basic information with colleagues, immediate supervisor, project leaders, and other professionals in the team and group. Serve as a technical resource for multiple internal and customer-facing projects simultaneously with minimal oversight. This includes standard and advanced projects but is not limited to: Integrations with Five9 partners (Salesforce, NetSuite, Velocity, etc.) Digital Channel (Chat/Email/SMS) Complex IVR configuration APIs and data dips (queries) Learn and get trained to implement Five9 Integrations, including considerations such as: integrations requiring more than screen-pops, configuration with API methods to 3rd party CRM, advance scripts, HTML formatting, etc. Handle escalated implementations requiring technical expertise and/or customer management needs. Qualifications Minimum of 3 to 5 years of experience in Professional Services Implementation and configuration in a Cloud computing or telephony environment Good verbal and written communication skills (English) Strong knowledge of hosted solutions (SaaS), VoIP, IVR, and Call Center practices Strong knowledge of CRM and Lead Management solutions (Salesforce, Velocify, NetSuite, Zendesk) is preferred Knowledgeable of Digital Engagement channels (Email, Chat, SMS) Preferably graduate of IT or related technical course Key Skills Knowledge of Five9 and VCC-specific offerings and Call Center best practices Advanced technical skills; able to provide customers with best practices and recommendations for managing their call centers in a consultative manner Willing to learn Five9 and PS values and apply them to projects Ability to act as a Platform Configuration Engineer (PCE) or a Solution Architect (SA) depending on project needs Strategic thinker with the ability to understand the big picture and resolve complex problems Willingness to work a permanent night shift schedule Benefits Company stocks Annual merit increase based on performance Paid Leave with Cash Conversion HMO with free dependents Retirement Plan Life Insurance Internet and meal allowance while on work from home setup Employee Assistance Program for mental and social well-being Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women) Seniority level Mid-Senior level Employment type Full-time Job function Information Technology Industries Software Development #J-18808-Ljbffr

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