Senior Platform Configuration Engineer

Overview

As a Senior Platform Configuration Engineer at Five9 , you will play a crucial role in delivering high-quality consulting and implementation services to Five9’s enterprise customers. This position requires a deep understanding of cloud contact center solutions, a passion for customer success, and a drive to implement solutions that meet our clients' business needs. You will be responsible for leading the deployment, configuration, and optimization of Five9’s products, ensuring successful project delivery from inception to go-live. Reporting to the Supervisor of Professional Services, this role is customer-facing and includes existing deliverables for PCE, with the expectation of being an advanced resource and involvement in the mentorship program for the VCC and other Five9 partner systems.

• Takes the lead in requirements gathering, configuration, product training, solution testing, and production rollout. Acts as a Project Engineer (PE) or as a Solution Architect (SA) when working on accounts, with the appropriate role determined by PS management per project.
• 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 on the team.
• Serve as a technical resource for multiple internal and customer-facing projects simultaneously with minimal supervision; responsibilities include standard and advanced projects such as:
  • Integrations with Five9 partners (Salesforce, NetSuite, Velocity, etc.)
  • Digital Channel (Chat/Email/SMS)
  • Complex IVR configuration
  • APIs and Data dips (queries)
• Self-learn and implement new Five9 integrations, including API-based integrations with third-party CRMs and advanced configurations (e.g., API post/get, HTML formatting).
• Handle escalated implementations requiring technical expertise and/or customer management needs; provide support and mentorship as needed.
• Mentor IMs and other PCEs.
• Handle add-on projects independently where no PM is required.
• As needed and as deemed by the Manager and Director of Professional Services, contribute to Enterprise projects to fill resource gaps within PS.

• Preferably 12+ years of professional experience in a Contact Center-related industry (SaaS or services).
• 7+ years of experience as a Contact Center Software Professional Services Consultant.
• Ability to explain and elaborate on Five9 technical matters to customers with varying levels of proficiency and complexity.
• Experience implementing Genesys, InContact/NICE, or other Contact Center Software projects.
• Experience in advanced integration projects (e.g., Salesforce, Velocify, NetSuite, Zendesk, ServiceNow, Dynamics 365).
• Knowledge of SSO, SMS API via WFA, WFA implementation, and ability to articulate and implement various API integrations with Five9 and external systems (e.g., HubSpot, home-grown CRMs).
• Ability to translate SIP requirements to business language for internal and external stakeholders; experience with Digital Channel implementations; DVA connection.
• Reporting and data analysis to support decision-making; PS Asset implementation; PS Live Chat/Social; contributor or core lead for release readiness.
• Knowledge of any programming language is a plus; IT-related degree preferred.

• Advanced technical skills with the ability to recommend best practices for managing call centers in a consultative manner.
• Strong customer-facing communication and presentation skills; capable of engaging both technical and non-technical stakeholders.
• Strategic thinker who can grasp the big picture and solve complex problems quickly.
• Ability to handle demanding customers and manage escalations involving Customer/Sales/management.
• Willing to work in a permanent night shift schedule.

• Company stocks
• Annual merit increase based on performance
• 15% night shift differential pay
• P aid Leave with Cash Conversion
• HMO with free dependents
• Retirement Plan
• Life Insurance
• Internet and meal allowance provided 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)

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.

• Mid-Senior level

• Full-time

• Information Technology
• Industries: Software Development

Five9 equal opportunity employer; privacy policy and notices apply.