Solution Engineer

2 days ago

Manila, National Capital Region, Philippines Five9 Full time ₱900,000 - ₱1,200,000 per year
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.

Solution Engineer - Hypercare Team

Overview of Job Function:

At Five9, the Solutions Engineer (SE) is a senior member of the Hypercare team. As a Solutions Engineer, you will be the point of contact for assigned Hypercare customers and will provide them with advanced-level technical support. You manage high-impact technical cases, ensuring that all break/fix issues are resolved in accordance with customer's service agreements. Collaborates with Technical Support Engineers (TSEs), who are often in charge of many of Hypercare customers' technical support cases, to guarantee timely status updates, customer communication, duplication, and root cause resolution. You cultivate relationships with key customer stakeholders and internal Five9 teams to facilitate effective communication.

Principal Duties and Essential Responsibilities:
  • Operates as the lead point of contact for all matters specific to Hypercare customers.
  • Builds and maintains strong, long-lasting customer relationship.
  • Ensures the timely and successful delivery of solutions.
  • Clearly communicates the progress of weekly and monthly initiatives to both internal and external stakeholders.
  • Prepares cases analyses, employing data trends to analyze behavior patterns, preempting potential impacts.
  • Assists with high severity requests or issue escalations as needed.
  • Solutions Engineers are expected to proactively reach out to Customers in the event of Service Interruptions and degradations.
  • Identify the customer's managed service's needs, gather requirements, establish success criteria, document, and validate desired operations.
  • Conduct checkpoints with key Hypercare stakeholders.
  • Assess and fine tune service deliverables to ensure operational excellence.
Requirements:
  • At least 5 years of professional experience, with a minimum of 3 years in software support position.
  • BA/BS or equivalent experience.
  • Knowledge of PBX, ACD, CTI, VoIP and IVR applications.
  • Knowledge of Networking theories and protocols such as TCP/IP and the OSI Model.
  • Working knowledge of Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.)
  • Experience in technical writing, documentation, and business presentations
  • Self-starter possessing excellent time management skills with the ability to manage multiple cases and troubleshooting activities simultaneously.
  • Knowledge of contact center operations.
  • Excellent verbal and written communication skills.
  • May need to work flexible hours to meet customer needs and escalations. Generally, will work at designated shifts aligned with the customer.
  • Willingness to travel.
Preferred Requirements:
  • At least 1-year experience in handling Enterprise customer-relations
  • Experience in supporting and implementation of AI and automation systems
  • Project management skill
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.

View our privacy policy, including our privacy notice to California residents here:

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

  • Solution Engineer

    6 days ago

    Manila, National Capital Region, Philippines Graphisoft Brasil Full time ₱900,000 - ₱1,200,000 per year

    About GraphisoftGraphisoft empowers teams to design great buildings through award-winning software solutions, learning programs, and professional services for the AEC industry. Our award-winning products and solutions support OPEN BIM for workflow transparency, longevity, and data accessibility for built assets.Archicad, the architects' BIM software of...

  • Solutions Engineer

    2 days ago

    Manila, National Capital Region, Philippines Cobalt Robotics Full time ₱250,000 - ₱380,000 per year

    Cobalt harnesses the transformative power of automation to elevate standards of physical safety and security in the workplace. We strive to eradicate mundane, repetitive tasks and empower people to do what they love. Eliminating these time-consuming tasks means workplace teams can focus on serving employees with empathy. Would you like to be a part of this...

  • Solutions Engineer

    1 week ago

    Manila, National Capital Region, Philippines Handlink Inc. Full time ₱200,000 - ₱240,000 per year

    Job Summary:Solution Engineer acts as a technical advisor and solution architect during the pre-sales stage of the sales cycle. They work closely with sales teams and prospective customers to understand requirements, propose tailored ICT solutions, and deliver compelling presentations and demonstrations that address business needs. The role bridges the gap...

  • Solutions Engineer

    2 days ago

    Manila, National Capital Region, Philippines Aurecon Full time ₱1,200,000 - ₱2,400,000 per year

    Just imagine your future with us…At Aurecon we see the future through a very different lens. Do you?Innovation, eminence and digital are at the heart of everything we do. Are you excited about the future?Are you driven by the opportunity to work on some of the most challenging and complex projects around the world and to learn from the best? We...

  • Solutions Engineer

    2 days ago

    Manila, National Capital Region, Philippines Aurecon Full time $40,000 - $80,000 per year

    Just imagine your future with us…At Aurecon we see the future through a very different lens. Do you?Innovation, eminence and digital are at the heart of everything we do. Are you excited about the future?Are you driven by the opportunity to work on some of the most challenging and complex projects around the world and to learn from the best? We...

  • Solutions Engineer

    2 days ago

    Manila, National Capital Region, Philippines RingCentral Full time ₱1,200,000 - ₱2,400,000 per year

    Say hello to possibilitiesIt's not everyday that you consider starting a new career. We're RingCentral, and we're happy that someone as talented as you is considering this role. First, a little about us, we're the global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction—giving...

  • Solutions Engineer

    2 days ago

    Manila, National Capital Region, Philippines RingCentral Full time ₱1,500,000 - ₱3,000,000 per year

    Say hello to opportunities at Acquire Asia Pacific Philippines Inc. (Acquire BPO) under the RingCentral account (RingCentral).It's not every day that you consider starting a new career. We're Acquire BPO, and we're happy that someone as talented as you is considering this role. First, a little about our client: RingCentral is a $2 Billion+ annual revenue...

  • Technical Solution Engineer

    2 days ago

    Manila, National Capital Region, Philippines Globant Commerce Studio Full time $80,000 - $120,000 per year

    Company Description Meeting the demand of tomorrow's customers by leveraging long-standing expertise with large and complex commerce transformations in both B2B,  B2C, and D2C domains, Globant's Commerce Studio helps organizations create best-in-class commerce-enabled experiences, with engineering and design at its core. As an award-winning partner of...

  • Technical Solutions Engineer

    2 days ago

    Manila, National Capital Region, Philippines NiCE Full time ₱60,000 - ₱120,000 per year

    At NiCE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you.So, what's the role all about?The Technical Solutions Engineer is a...

  • Lead Solutions Engineer

    2 days ago

    Manila, National Capital Region, Philippines Salesforce Full time $120,000 - $180,000 per year

    To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.Job CategorySalesJob DetailsAbout SalesforceSalesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword —...