- Location
- United States (Remote) · US
- Workplace
- Remote
- Type
- full-time
- Department
- Professional Services
- Seniority
- Senior
- Experience
- 5+ years
- Education
- Bachelor
- Industry
- Technology
- Category
- Engineering
- Role type
- Individual Contributor
- Environment
- Office
Overview
The Senior Professional Services Engagement Analyst works with customers to obtain requirements, develop custom VCC solutions, and produce Technical Design Documents. Key responsibilities include managing SOWs for advanced IVR development, custom PS assets, CRM integrations, and WFO reporting. The role requires strong technical skills in Five9 products, experience with contact center solutions, and proficiency in web services and SaaS technologies. The position offers opportunities for growth in a supportive, inclusive environment.
Description
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 Senior PS Engagement Analyst role was created to receive, scope, and develop SOW language for custom requests that require highly specialized technical knowledge and writing skills. The individual in this role will work on Enterprise customer SOW requests in addition to those submitted on behalf of Commercial customers.
Reporting to the Professional Services Engagement Manager, this role involves working with customers to obtain requirements, develop the VCC custom solution, and produce a Technical Design Document (“TDD”) which includes the level of effort to complete the custom work. Additionally, this role will:
- Anticipate and respond to customer questions regarding the scope of work
- Communicate reasonable and accurate timelines associated with the delivery process.
- Protect Five9’s interests and exposure related to contracted services and deliverables.
- Communicate and document the customer and Five9 obligations for the engagement.
- Demonstrate proficiency by utilizing appropriate language in Five9 SOW contracts.
- Provides technical and process guidance to other PS SOW team members.
- Manage and negotiate customer facing SOW redlines.
- Think critically and creatively while remaining flexible and within the bounds of established Five9 process.
- Establish and maintain competency related to Five9 products, including external third-party products.
Technical Responsibilities:
- Delivery of SOWs for requests requiring advanced technical proficiency in Five9 products and services including but not limited to the following:
- Advanced IVR development work for Enterprise Accounts
- Custom-developed PS Assets such as Secure Payment Capture
- Advanced Five9 CRM integration for a variety of third-party platforms (i.e. Salesforce, Netsuite, Zendesk, Zoho and other providers)
- Advanced (WFO) Custom Report development requests
- Advanced Five9 VCC Configuration
Requirements:
- Must be a self-starter possessing excellent time management skills; Able to manage multiple activities simultaneously while requiring minimal oversight and/or direction.
- 5+ years of Contact Center experience, with a minimum of 2 years in VCC implementation, Professional Services, Technical Account Manager or Sales Engineering roles on the Five9 platform.
- Must have experience with Five9 proprietary systems for receiving, responding to and tracking requests for Professional Services.
- Experience with implementing TDM and/or VoIP Contact Center solutions (Genesys, Avaya, Cisco, Aspect, LiveOps, Contactual, InContact, Interactive Intelligence and/or CosmoCom).
- Strong knowledge of CRM and Lead Management solutions (Salesforce, Siebel, NetSuite, Oracle Service and Sales Clouds, Velocify and/or Zendesk is required to assist with the scoping of custom integrations for these vendors.
- Proficient experience with Web Services and knowledge in SOAP, XML and with HTTP and Regular Expressions
- BA/BS or equivalent experience.
Skills:
- Must possess a strong combination of project management and technical contact center skills along with excellent Customer communication skills.
- Strong knowledge of SaaS, Networking, Internet concepts, CRM, WFO, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Contact Center practices – Experience with NICE Monitoring and IEX WFM are a plus.
- Excellent verbal and written skills.
Work Location: This role is fully remote for candidates who reside outside the 30 mile radius of one of our offices. For candidates who reside within a 30 mile radius of one of our offices, this role is Hybrid and would require 3 days a week (T, W, TH) in office.
As part of our continued commitment to diversity, equity, and inclusion, Five9 supports pay transparency during the entire recruitment process. Actual compensation packages are based on several factors that are unique to each candidate including, but not limited to: skill set, depth of experience, certifications, and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States. Your recruiter can share more about the specific compensation package during your hiring process.
Additionally, the total compensation package for this position may also include an annual performance bonus, stock, and/or other applicable incentive compensation plans.
Our total reward package also includes:
- Health, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost. We also offer Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching.
- Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
- Generous employee stock purchase plan.
- Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.
All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties.
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: https://www.five9.com/pt-pt/legal.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
Skills
Benefits
Languages
Remote Scope
About Five9
Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide with a team-first culture and commitment to diversity.
