Five9 is a leader in Cloud based Contact Center solutions and one of the Bay Area’s fastest growing companies. Our headquarters is located in San Ramon, CA and we continue to expand globally.
We are actively sourcing for an experienced and highly motivated to join our growing Professional Services group. This full-time position is reserved for a star performer who understands the value of teamwork, has a positive can do attitude, and can help us delight our Customers while growing our business.
Reporting to the Manager and Director of the Professional Services team, you will perform project tasks such as system configuration, training, documentation and customer follow-up.
You will handle a number of projects simultaneously, providing expert recommendations for Contact Center Solutions in a technical or consultative role.
The Wallboard Engineer will be responsible in combining different software components into one unified solution. Integration Development happens at different stages and phases of software implementation, which includes management and development of contact center wallboards / dashboards, APIs, data connectivity, applications implementation, and device integration.
The role would also involve interfacing with non-technical individuals from either internal teams or clients, and must be able to have a good command and understanding of technical terms involving software development and implementation jargons.
A good command of English both in written and verbal communications are required. :
Meet with customers to gather call center dashboard / wallboard requirements, analyze, and configure according to specifications
Review and evaluate the efficiency of the recommended design
Recommend best practices so that the solution is more automated / efficient / productive
Document implementation’s specifics in a detailed and precise manner
Provide maintenance, support, and troubleshooting for end-users
Configure according to best practice guidelines
Troubleshoot software solutions in a wide array of configurations and customer environments
Thoroughly test configuration before declaring configuration to be complete
Provide customized training to ensure customers have a thorough understanding of these solutions.
Work on multiple Implementation projects simultaneously
Attend customer calls as required by Program Manager
Effectively communicate plans, progress and status to both internal and Customer stakeholders.
Continually seek opportunities to identify best practices that can be leveraged by peers for future configuration projects and contribute to internal Best Practices Library
Work on special projects as needed
Must be an independent self-starter possessing excellent time management skills and be able to manage multiple implementation activities simultaneously
Ability to operate with minimal guidance; must be able to exercise sound judgment and decision making in challenging situations
Prioritize multiple responsibilities and deliver on commitments; must be comfortable working in a fast-paced, dynamic environment
Must be an expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients’ needs is imperative
Able to build collaborative relationships with supervisors and peers; able to delegate responsibilities with ease; able to provide constructive feedback and praise;
able to understand and educate others
Working knowledge on Java and HTML scripting, Networking, API, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR / VRU and Call Center practices
Must be strategic thinker; able to understand the Big-Picture ; able to think quickly and adeptly while solving complex problems
Willing to work a permanent night shift schedule
Minimum of 2 years’ experience in Implementation (Professional Services) and / or configuration experience in a Cloud computing or telephony environment
Excellent verbal and written communication skills (English)
Strong knowledge of Internet technology, hosted solutions (SaaS), VoIP, IVR, and Call Center skills / practices
Experience with implementing TDM and / or VoIP Call Center solutions (Genesys, Avaya, Cisco, Aspect, LiveOps, Contactual, InContact, Clearview, Interactive Intelligence and / or CosmoCom) is required - Applicants with experience deploying and / or managing Five9 Call Center solutions are preferred
Strong knowledge of CRM and Lead Management solutions (Salesforce, RingCentral, Siebel, NetSuite, RightNow, Velocify and / or LeadMailbox) is desired.
Self-starter, possessing excellent time management skills; Able to manage multiple activities simultaneously while requiring little or no oversight and / or direction.
BA / BS or equivalent experience.