Platform Configuration Engineer

Overview

2 days ago Be among the first 25 applicants

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

Platform Configuration Engineer II

Reporting to the Supervisor of the Professional Services team, you will perform project tasks such as system configuration, training, documentation, and customer follow-up. You will handle several projects simultaneously, providing expert recommendations for Contact Center Solutions in a technical and consultative role.

Key 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
• Exchanges standard/basic information with colleagues and immediate supervisor, project leaders, and other professionals in the team and group
• Technical resource for multiple internal and customer-facing projects simultaneously while needing little or no oversight and/or direction. 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. Considerations include (but are not limited to) the following:
• Integrations that require more than just screen-pops
• Configuration including API post/get method to 3rd party CRM, advance scripts, HTML formatting, etc
• Handle escalated implementations requiring technical expertise and/or customer management needs

Key Requirements

• Minimum of 3 to 5 years of experience in Professional Services Implementation and configuration experience in a Cloud computing or telephony environment
• Has good verbal and written communication skills (English)
• Has strong knowledge of hosted solutions (SaaS), VoIP, IVR, and Call Center skills/practices
• Has 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
• Demonstrates Advanced Technical Skills
• Able to provide customers with best practices and recommendations for managing their call centers in a consultative manner
• Able to learn Five9 and PS values and actively apply them to projects
• Able to act as a Platform Configuration Engineer (PCE) or 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
• Must be a strategic thinker; able to understand the ‘Big picture’; able to think quickly and adeptly while solving complex problems
• Willing to work in a permanent night shift schedule

Company Benefits

• Company stocks
• Annual merit increase based on performance
• 15% night shift differential pay
• Paid Leave with Cash Conversion
• HMO with free dependents
• Retirement Plan
• Life Insurance
• While on work from home setup: Internet and meal allowance are provided
• 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)

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.

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Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology
• Industries
• Software Development

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