Service Optimization Specialist

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.

The Service Optimization Specialist will play a key role supporting clients building andimplementing projects and act as a consultant to C-level contacts and operational teamsfor best practices in their Contact Center. Technical Account Management experience and
ability to drive customer satisfaction is valuable along with solution implementationsupport and sales engineering experience in the premise-based or cloudtelecommunications software industry. Special consideration will be given to candidatesthat possess a background in both contact center operations and technology with apreference towards those that have experience with Five9 software and adjacenttechnologies

Key Responsibilities:

• Manage Non-Break Fix Cases ensuring complete satisfaction from a technical business and reporting perspective
• Manage the day-to-day operational and tactical aspects of multiple customer implementations; effectively communicate plans progress and status both internally and to the customer organization
• Implement troubleshoot and support the Five9 call center software solutions in a wide array of configurations and customer environments
• Partner with Customers to optimize the Five9 call center software solution
• Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization
• Develop materials in-line with the specific sales and/or services opportunity requirements to include diagrams SOPs or operational runbooks associated with Five9 technology
• Consult with the customers to make steady and ongoing improvements to thecontact center by way of process improvements configuration changes KPI adherence etc.
• Advocate for the customer as an escalation point with our wider support and operational teams clearly articulating customer requests and involving others as required to deliver customer solutions

Key Qualifications:

• 5 years of related experience with minimum of 2 years in a contact center environment.
• Strong skills in project management client management and technical contact center operations
• Strong knowledge of PBX ACD CTI IVR and other call center related technology
• TCP/IP Networking knowledge
• Strong practical understanding of VoIP applications and its principles
• Proficient with WAN applications
• Well-versed in CRM applications such as Salesforce Microsoft Dynamics Oracle ServiceNow Zendesk etc.
• Ability to interpret HTML / XML related web posting
• Outstanding customer verbal and written communication skills
• Excellent time management skills including managing multiple client implementations/projects and sales activities simultaneously
• Must bring an entrepreneurial self-starting mindset

Preferred Qualifications:

• 3 years of experience with Five9 Admin Supervisor and/or Reporting
• Strong analytical capabilities (MS Excel BI Tools etc)
• Experience with SaaS model and applications
• Strong understanding of PC and its operating systems
• Experience with SaaS model and applications
• Development experience

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