Technical Solutions Specialist

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Technical Solutions Specialist - WFO
Overview of Job Function:
The WFO (Workforce Optimization) Technical Solutions Specialist plays a critical role in maintaining and enhancing workforce management systems within a telecom or contact center environment. This position involves troubleshooting technical issues, analyzing system data, and collaborating with internal teams to optimize processes and improve operational efficiency. The specialist also serves as an escalation point for complex technical issues and ensures timely resolutions to maintain seamless operations.

Principal Duties and Essential Responsibilities:

• System Troubleshooting and Maintenance: Diagnose and resolve technical issues within workforce optimization tools, such as scheduling systems, call recording platforms, and performance management solutions
• Data Analysis and Reporting: Use analytics platforms to monitor system performance, evaluate trends, and generate reports that provide actionable insights for process improvements
• Technical Escalation Support: Handle internal escalation calls from operations teams, identifying root causes and delivering swift, effective solutions to technical challenges
• Process Optimization: Analyze trends in technical escalations and operational workflows to identify opportunities for process improvements and recommend strategic changes
• Cross-Functional Collaboration: Work closely with IT, operations, and vendor teams to implement solutions, perform system upgrades, and share best practices
• Training and Documentation: Develop and maintain user guides, training materials, and knowledge base content to empower stakeholders with self-service capabilities
• Findings Presentation: Present technical insights and recommendations to management, translating complex data into meaningful business insights

Minimum Requirements:

• At least 5 years of professional experience, with a minimum of 3 years working in workforce optimization or telecom system analysis related role
• Technical Skills: Strong troubleshooting and problem-solving skills
• Analytical Expertise: Proficiency in analyzing system data and trends
• Communication: Excellent communication and presentation abilities

Preferred Requirements:

• WFO Tools Experience: Familiarity with platforms such as Verint, NICE, Five9 WFA, or similar solutions
• Data Analysis Proficiency: Experience with tools such as Salesforce, Domo, or similar analytics platforms
• Certifications: Relevant certifications in workforce optimization, ITIL, or technical system management
• Escalation Management: Proven track record of handling technical escalations and conducting root cause analysis
• Process Improvement: Experience in identifying and implementing system and process enhancements

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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