|Advanced Solutions Engineer- Professional Services|
Location: Continental U.S. or San Ramon, CA, US
Employment Type: Full Time
Date Posted: 04/09/2021
Expire Date: 06/09/2021
Job Categories: Engineering
Advanced Solutions Engineer- Professional Services|
Advanced Solutions Engineer- Professional Services
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.
Five9 is seeking an additional member to the Professional Services team. The ideal candidate is a passionate, self-managed individual who delights customers with their consulting skills. Creating new design patterns, pushing the boundaries of Five9 product and straddling the line between tactical and strategic are all in a typical day’s work. This is a specialized role, working closely with product and engineering teams on new solutions early in their product lifecycle.
This candidate must have the technical prowess to problem solve unique and challenging customer requirements, build to specification efficiently via Five9 product while always being mindful of where platform possibilities end and customizations begin. You are a master of Virtual Contact Center, its APIs and a subject matter expert amongst your peers. You listen more than you talk. When you do talk it is mostly prescriptive in nature to help the customer achieve maximum potential on the Five9 platform.
Handle pre-sales Statement of Work requests from creation to design document handoff. Includes ability to work with a client to gather true business requirements, determine the level of effort for a project and document a target solution.
Develop automation scripts with Five9 WFA platform (IpaaS).Provide feedback to product teams on deficiencies and improvements required to scale.
Develop technical solution and deployment strategy to meet specific customer requirements.
Work closely with product and engineering teams to deploy customer solutions, leading and taking ownership throughout the entire implementation. Understanding and gathering customer specific use cases, configurating, developing and customizing the solution, track usage and quality metrics, iterate based on customer feedback to achieve “done”.
Create and iterate documentation for the implementation process which will result in customer success. As the products life cycle matures the implementation process will iterate and evolve. You will be responsible to trail blazing the implementation process tackling new technical and consultative challenges to provide the best process for our customers.
Be the primary user and customer of new tooling to facilitate implementations. Providing constructive but critical feedback continuously to the product and engineering teams as they develop and make changes to the tooling.
Oversee other Professional Services technical resources who are working with you on implementation, gather feedback from the extended team on product and tooling. Act as the voice for the larger PS organization into the product and engineering teams.
Provide internal training to other PS resources on the on the advanced solutions and new products, being the subject matter expert for the field.
Act as an extended member of the engineering and product team. This includes attendance at all regular meetings (standups, backlog grooming and planning, weekly status meetings, sprint demos).
Be willing to learn and understand some of the core principles behind the new technologies and provide any feedback on how they can be simplified for customers, Professional Services and Customer Support.
Work with Five9’s partners, product and support teams to align the Five9 solution to customer’s business model and drive improved business outcomes.
Lead customer Discovery sessions to uncover the detailed customer requirements.
Ability to think strategically and develop associated tactical approach for solving the customer’s business issue within the context of available Five9 and partner products.
Understands complex contact center implementations utilizing multiple vendor technologies, multiple lines of business and global deployments.
Effectively and succinctly communicate with internal and external stakeholders.
Commit to a specific area of company product to become subject matter expert in, in order to mentor other customer-facing, technical positions. The only person who knows more than the PS SME is the Engineering resource who wrote the code.
Work closely with the product teams to give feedback on new products and implementations.
Minimum two (2) years of consulting experience in a customer-facing position.
Strong knowledge of Five9 official partner CRM integrations: Salesforce, NetSuite, Oracle Service Cloud, Zendesk, ServiceNow and Microsoft Dynamics.
Proficient in scripting/using Postman.
Development experience, Python preferred.
Ability to listen to a customer’s request, separate the problem from the requested solution, visualize the available options and communicate the available options efficiently and distinctly.
Willing to travel up to 50% nationally with occasional international travel possible (valid passport required).
Self-starter possessing excellent time management skills. Able to manage multiple activities simultaneously while requiring little or no oversight and/or direction.
Excellent verbal and written skills.
Bachelor’s degree (or its foreign degree equivalent) in Computer Science, Engineering, or a related technical discipline, or equivalent experience.
Ability to learn new skills quickly and digest new product features without documentation or asking others.
Creativity in solution architecture and design.
Strong technical knowledge of SaaS, IaaS, PaaS, networking, CRM, dialer, ACD, CTI, VoIP, IVR, iPaaS, Web Services, and Call Center practices.
Experience creating and promoting enterprise level code into production environments.
A strong combination of technical call center expertise, client development, and configuration experience.
An expert at developing and maintaining positive and productive relationships with clients.
Passion for continuous improvement in building a knowledge base both technically and professionally.
Technical certifications in a Five9 partner CRM.
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.
Five9 is a leading provider of cloud contact center software for the digital enterprise, bringing the power of cloud innovation to customers and facilitating more than three billion customer interactions annually. Five9 provides end-to-end solutions with omnichannel routing, analytics, WFO, and AI to increase agent productivity and deliver tangible business results. The Five9 platform is reliable, secure, compliant, and scalable; designed to create exceptional personalized customer experiences. For more information visit www.five9.com.