About the role
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.
Solution Engineer - Hypercare Team
Overview of Job Function:
At Five9, the Solutions Engineer (SE) is a senior member of the Hypercare team. As a Solutions Engineer, you will be the point of contact for assigned Hypercare customers and will provide them with advanced-level technical support. You manage high-impact technical cases, ensuring that all break/fix issues are resolved in accordance with customer’s service agreements. Collaborates with Technical Support Engineers (TSEs), who are often in charge of many of Hypercare customers' technical support cases, to guarantee timely status updates, customer communication, duplication, and root cause resolution. You cultivate relationships with key customer stakeholders and internal Five9 teams to facilitate effective communication.
Principal Duties and Essential Responsibilities:
- Operates as the lead point of contact for all matters specific to Hypercare customers.
- Builds and maintains strong, long-lasting customer relationship.
- Ensures the timely and successful delivery of solutions.
- Clearly communicates the progress of weekly and monthly initiatives to both internal and external stakeholders.
- Prepares cases analyses, employing data trends to analyze behavior patterns, preempting potential impacts.
- Assists with high severity requests or issue escalations as needed.
- Solutions Engineers are expected to proactively reach out to Customers in the event of Service Interruptions and degradations.
- Identify the customer's managed service's needs, gather requirements, establish success criteria, document, and validate desired operations.
- Conduct checkpoints with key Hypercare stakeholders.
- Assess and fine tune service deliverables to ensure operational excellence.
Requirements:
- At least 5 years of professional experience, with a minimum of 3 years in software support position.
- BA/BS or equivalent experience.
- Knowledge of PBX, ACD, CTI, VoIP and IVR applications.
- Knowledge of Networking theories and protocols such as TCP/IP and the OSI Model.
- Working knowledge of Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.)
- Experience in technical writing, documentation, and business presentations
- Self-starter possessing excellent time management skills with the ability to manage multiple cases and troubleshooting activities simultaneously.
- Knowledge of contact center operations.
- Excellent verbal and written communication skills.
- May need to work flexible hours to meet customer needs and escalations. Generally, will work at designated shifts aligned with the customer.
- Willingness to travel.
Preferred Requirements:
- At least 1-year experience in handling Enterprise customer-relations
- Experience in supporting and implementation of AI and automation systems
- Project management skill
Company Benefits
- Company stocks
- Annual merit increase based on performance
- 15% night shift differential pay
- Paid Leave with Cash Conversion
- HMO with free dependents
- Retirement Plan
- Life Insurance
- While on work from home setup: Internet and meal allowance are provided
- Employee Assistance Program for mental and social well-being
- Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)
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.
Aplyr's read
Five9 excels in cloud contact center solutions, attracting tech-savvy professionals keen on enhancing customer communication through innovative software.
What's promising
- •Five9's cloud-based platform is crucial for businesses seeking flexible and scalable customer service solutions.
- •The company is investing heavily in AI and automation, indicating a forward-thinking approach.
- •Recent hires suggest robust growth and a diverse range of career opportunities across global locations.
What to watch
- •Competition in the cloud contact center market is intense, with major players like Amazon and Microsoft.
- •Rapid technological changes require constant adaptation, potentially straining resources.
- •Limited public information about employee satisfaction and company culture could concern potential applicants.
Why Five9
- •Five9 specializes in cloud contact center software, setting it apart from broader cloud service providers.
- •The focus on AI-driven customer experience solutions highlights its commitment to innovation.
- •A diverse range of roles in engineering and management reflects a comprehensive approach to talent acquisition.
Aplyr’s read is generated by AI from public sources. Was it useful?
About Five9
Five9 is a leading provider of cloud contact center software, enabling businesses to deliver exceptional customer service and support through a variety of communication channels.
- Founded
- 2001
