Platform Configuration Engineer

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

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:

• Configure VCC application according to specifications provided by Five9 Business Analyst while following best practice guidelines.
• Configure according to best practices, review the design, and evaluate the efficiency of the recommended solutions.
• Build customer trust by setting expectations and ensuring their business needs align with the Five9 solution.
• Thoroughly test configuration before declaring configuration to be complete.
• Develop stable working relationships both internally and with customers.
• Exchanges standard/basic information with colleagues and immediate supervisor, project leaders, and other professionals in the team and group.
• Learn and get trained with the following:
  • Integrations with Five9 partners (Salesforce, Zendesk, etc.)
  • Digital Channel (Chat/Email/SMS)

Key Requirements:

• Minimum of 2 yearsof experience in Implementation (Professional Services) and configuration experience in a Cloud computing or telephony environment
• Has good verbal and written communication skills (English)
• Has strong knowledge of Internet technology, hosted solutions (SaaS), VoIP, IVR, and Call Center skills/practices
• Hands-on CRM and Lead Management solutions experience (Salesforce, Velocify, NetSuite, Zendesk) are desired.
• 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 Advance 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)

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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.

Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.

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