Five9 is a leading provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually.
Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud.
Five9 provides businesses with cloud contact center software that is reliable, secure, compliant and scalable, which is designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results.
Subject Matter Expert II Principal Duties and Essential Responsibilities :
Implement, troubleshoot and support the Five9 call center software solutions in a wide array of configurations and customer environment.
Accurately document technical issues, escalations and customer interactions.
Updates Knowledge Articles (Internal / External)
Diagnoses problems accurately and works to find appropriate solutions in a timely manner.
Partner with Customers to optimize the Five9 call center software solution.
Proactively do trend analysis in an attempt to offer preventative solutions and eliminate recurring problems.
Identify underlying causes of a problem, including problem identification and classification
Will be cognizant of all known service outages and will maintain awareness of all maintenance / software product changes that could impact customers.
Will work cross functionally in a customer facing capacity, and coordinate with internal organizations with Five9.
Work within a 24x7x365 support environment.
Play an essential role in highly escalated issues.
Act as countermeasure for customers asking for an Engineering team engagement.
Job requirements are subject to change based on management discretion.
Minimum Requirements :
Deep Knowledge of ACD, CTI, VoIP and IVR applications.
Working knowledge of Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.)
Proficient in Windows Operating Systems (Windows 7, Windows 8, Windows 8.1 and Windows 10)
Background on local area networks (LANs), wide area networks (WANs), the Internet, intranets, and other data communications systems.
Background in Configuring and installing various network devices and services (e.g., routers, switches, firewalls, load balancers, VPN, MPLS, QoS, RIP)
Deep understanding of networking protocols (e.g., SIP, FTP / SFTP, IPSEC, HSRP, BGP, OSPF, 802.11, EIGRP, WebRTC)
Troubleshooting experience on all voice services for all LAN and WAN hardware modules and configure appropriate communication media modules.
Hands-on experience with monitoring, network diagnostic and network analytics tools
CCNA or CCNP or equivalent
Excellent verbal and written communication skills.
Excellent Time Management Skills
Self-starter possessing excellent time management skills with the ability to manage multiple cases and troubleshooting activities simultaneously.
Willingness to travel.
Willingness to work varied hours based on business needs.
Experience working across cultures.
Knowledge of contact center operations.
Experience in technical writing and documentation
Knowledge of Network troubleshooting skills using various applications such as Wireshark.
Preferred Requirements :
Understanding of Contact Center concepts and software like Performance Management, Workforce Management, Knowledge Management, Quality Monitoring, etc.
Must possess strong technical call center skills preferably in a technical support or customer service role.
Functional knowledge in wide variety of CRM’s
Experience with SaaS model and applications a plus.
Project management skills.
Knowledge of Enterprise Reporting tools such as Business Objects.
Experience in Empirix.
Knows how to apply best optimization configuration for Five9 Services
Familiar with all common CS Operational processes.
Deep understanding of SIP is a must.
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 beautiful Bishop Ranch Business Park in San Ramon, CA.