Platform Configuration Engineer.
Five9
Manila, Manila, PH
3d ago

Key Responsibilities :

  • Configure VCC application according to specifications provided by Five9 Business Analyst while following best practice guidelines
  • Review design and evaluate the efficiency of the recommended design
  • Recommend best practices should alternative design be more automated / efficient / productive
  • 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
  • Key Skills :

  • 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 / VR 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
  • Key Requirements :

  • 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, 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.
  • LI-MB1

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