Subject Matter Expert - API.
Five9
Manila, Manila, PH
18h ago

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.

Title : Subject Matter Expert (API)

Reports to (title) : Technical Support Manager

Business Team : Customer Success

Overview of Job Function :

Principal Duties and Essential Responsibilities :

Consume different types of API Web-Services particularly SOAP and REST API’s using any programming language

Adapt and understand new Five9 integrations with other platforms

Accurately document technical issues, escalations and customer interactions

Translates codes used for creating the software system for another engineer’s reference

Updates Knowledge Articles (Internal / External)

Diagnoses problems accurately and works to find appropriate solutions in a timely manner

Investigate existing software to detect errors for software improvements

Proactively do trend analysis in an attempt to offer preventative solutions and eliminate recurring problems.

Conduct software system testing for new products and provide feedback as necessary

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.

Job requirements are subject to change based on management discretion.

Preferred Requirements :

3 + years of related experience programming field

Deep understanding of HTTP is a must

Knowledge on debugging Web applications using browser developer tools

Experience in JavaScript and consuming JavaScript based SDK’s

Backend programming and scripting languages such as PHP, Python, Bash, etc.

Fronted programming languages such as HTLM, CSS, etc.

Experience / Exposure in Content Engineering or Web Development

Excellent verbal and written communication 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

Must possess strong technical call center skills preferably in a technical support or customer service role.

Experience with SaaS model and applications

Familiar with all common CS Operational processes.

LI-MB1

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