Cloud Contact Center Professional

7 days ago

Manila, National Capital Region, Philippines Five9 Inc. Full time
Job Title: Cloud Contact Center Professional

We are seeking a Cloud Contact Center Professional to join our team at Five9 Inc. As a Cloud Contact Center Professional, you will be responsible for providing exceptional cloud contact center solutions to our clients who have enrolled in TSM & TAM Services.

You will partner with clients to build and maintain a 'Trusted Advisor' relationship; understand their business needs, propose recommendations and solutions designed to optimize Five9's platform and enhance operational effectiveness.

Key Responsibilities:

  • Provide excellent cloud contact center solutions to clients.
  • Partner with clients to build and maintain a trusted advisor relationship.
  • Articulate the value of Five9's cloud contact center services, products, and concepts through presentations, demonstrations, and open discussion with clients.
  • Educate and train clients on administration and utilization of Five9 cloud contact center products to help them become self-sufficient.
  • Directly support and troubleshoot technical issues as needed.
  • Manage service interruptions which could impact client's business operations; research root cause analysis and communicate next steps to clients and internal teams to help mitigate any risk.
  • Keep clients informed of any/all issues that could potentially impact Five9's cloud contact center platform such as routine maintenance, patches, software product changes, and releases.
  • Partner with internal account teams and other business units to foster an environment of learning, execution, and continuous process improvement.
  • Provide customer support case oversight and status updates to both internal management and clients on a regular basis.

Required Skills and Qualifications:

  • 3-5 years of related experience in a consulting or project management role.
  • 3 years in a software support role.
  • Solid technical knowledge of networking theories and protocols such as TCP/IP, SIP, FTP/SFTP, OSI Model.
  • In-depth knowledge of one or more cloud contact center solutions like: Five9, Genesis, Cisco, Nuance, TuVox, Avaya, Aspect, Nortel, Interactive Intelligence, Siebel Call Center, or CosmoCom.
  • Experience in technical writing and documentation.
  • Experience in cloud contact center objectives, methodologies, tools, and operations, cloud contact center reporting, and KPIs.
  • Experience with/and working knowledge of PBX, ACD, CTI, VoIP, IVR, Dialers, and Telephony applications.
  • Strong project management and client-facing skills - Working knowledge of Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.).
  • Willing to travel to client sites as required; able to work outside standard business hours.
  • Excellent verbal and written communication skills.
  • Team player, self-starter, able to manage multiple priorities and meet deadlines.
  • Bachelor's degree in a technical field and/or comparable industry certifications and experience.

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