Senior Professional Services Engagement Analyst

🕒 Junho 15

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $100.000 - $160.000 / ano

⏰ Tempo Integral

🟠 Sênior

🧐 Analista

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Five9

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2001

☁️ SaaS

🤖 Inteligência Artificial

📡 Telecomunicações

SaaS • Artificial Intelligence • Telecommunications

Five9 é um provedor líder de software de contact center em nuvem, reconhecido como líder no Quadrante Mágico do Gartner para CCaaS. A empresa oferece ferramentas abrangentes para automação de fluxos de trabalho e melhora do engajamento do cliente através de soluções impulsionadas por IA. Sua plataforma integra sistemas CRM e UC para fornecer experiências perfeitas a agentes e clientes em vários canais, como voz, e-mail, chat e SMS. Five9 capacita as empresas a elevar a satisfação do cliente e impulsionar resultados de negócios, oferecendo soluções de atendimento personalizadas e eficientes.

Descrição

• 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. • Delivery of SOWs for requests requiring advanced technical proficiency in Five9 products and services including but not limited to 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.

🎯 Requisitos

• 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.

🏖️ Benefícios

• 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. • 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.