Business Analyst, Global Technical Services
Business Analyst, Global Technical Services
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Salary Not Disclosed
1 Vacancy
Job Description
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.
Five9 is looking for an experienced and highly motivated Business Analyst (BA) to join our growing Professional Services group.
The BA is assigned to large enterprise and strategic projects before or upon contract execution and works with our customer on eliciting and maintaining business requirements. The BA receives an in-depth solution review from other engaged resources. Based on information received and continued discovery conversations with the customer the BA will document the customers business requirements by creating use cases user stories and call/process flowcharts.
Throughout the engagement the BA will act as the customers proxy essentially a SME on the customers business to ensure the solution delivered aligns with the business needs and expectations.
The final area of responsibility is in the area of testing and go-live support. Since the BA has developed the customer requirements and contributed to the configuration specifications documents they will be responsible for coordinating Five9 integration testing prior to turning the Five9 configuration over to the customer for User Acceptance Testing.
Key Responsibilities:
- Proactively build relationships with our customer through demonstration of complete understanding of their business requirements and operations.
- Work collaboratively with all internal and external stakeholders on our strategic projects. This includes providing assistance throughout the sales pursuit.
- Work closely with Business Consultant Enterprise Architect PS Consultants and Program Managers to determine advise construct plan and support the implementation of the Five9 solution.
- Document the customers business requirements by creating use cases user stories and call/process flowcharts.
- Understand Customer requirements and mapping/traceability - Map customers business requirements to specific Five9 capabilities taking into consideration customers current contact center platform.
- Manage and drive customer expectations
- Work with customer and internal resources to develop comprehensive test plan.
- Support Customer in their User Acceptance Testing to answer questions about the solution features work with the Five9 Platform Engineer(s) to resolve defects.
- Following the Five9 adoption of PS Principles understand definition of DONE from customer and Five9 perspectives.
Required Skills:
- Minimum of 5-10 years in role as a Professional Services Systems Integrator Program Director or Client Partner preferred in the Call Center and/or CRM Industry
- Must have prior experience performing functional gap analysis and creating requirements and/or technical design documentation to align to customers validated Five9 solution
- Must possess outstanding relationship building skills.
- Promote and build strong client relationships to achieve overall program and customer success. Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at executive and functional levels of the client organization. BA/BS or equivalent experience is required.
- Demonstratable experience with both Waterfall and Agile program methodologies.
- Experience managing implementations of Five9 and/or Call Center solutions (Genesys Avaya Cisco Aspect LiveOps).
- Exceptional written and verbal communication skills with demonstrated experience and acumen in presenting to all levels of management and executive staff (Five9 and customer).
- Must be willing to travel up to 25% regionally with some national and international travel possible (valid passport required).
Work Location: This role is fully remote for candidates who reside outside the 50 mile radius of our San Ramon office. For candidates who reside within 50 miles of our San Ramon location this role is Hybrid and would require 3 days a week (M W TH) in our San Ramon office.
As part of our continued commitment to diversity equity and inclusion Five9 supports pay transparency during the entire recruitment process. Actual compensation packages are based on several factors that are unique to each candidate including but not limited to: skill set depth of experience certifications and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States. Your recruiter can share more about the specific compensation package during your hiring process.
Additionally the total compensation package for this position may also include an annual performance bonus stock and/or other applicable incentive compensation plans.
Our total reward package also includes:
- Health dental and vision coverage beginning on the first day of employment. Five9 covers 100% of the employee portion of the health dental and vision coverage and shares a high portion of the dependent cost. We also offer Short & Long-Term Disability Basic Life Insurance and a 401k saving plan with employer matching.
- Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
- Generous employee stock purchase plan.
- Paid Time Off Company paid holidays paid volunteer hours and 12 weeks paid parental leave.
All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties.
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: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
Required Experience:
Exec
Employment Type
Full Time
