Platform Engineer

Reporting to the Supervisor of the Professional Services team, you will perform project tasks such as system configuration, training, documentation, and customer follow-up. You will handle several projects simultaneously, providing expert recommendations for Contact Center Solutions in a Technical and consultative role.

• →Takes the lead in requirements gathering, configuration, product training, solution testing, and production rollout. Act as a Project Engineer (PE) or as a Solution Architect (SA) when working on accounts. Whichever role type will be needed and applied to a project’s implementation will be assessed and decided upon by PS management.
• →Build customer trust by setting expectations and ensuring their business needs align with the Five9 solution.
• →Exchanges standard/basic information with colleagues and immediate supervisor, project leaders, and other professionals in the team and group.
• →Technical resource for multiple internal and customer-facing projects simultaneously while needing little or no oversight and/or direction. This includes standard and advanced projects but is not limited to:
  • →Integrations with Five9 partners (Salesforce, NetSuite, Velocity, etc.)
  • →Digital Channel (Chat/Email/SMS)
  • →Complex IVR configuration
  • →APIs and Data dips (queries)

• →Learn and get trained to implement Five9 Integrations. Considerations include (but are not limited to) the following:
• →Integrations that require more than just screen-pops
• →Configuration including API post/get method to 3rd party CRM, advance scripts, HTML formatting, etc.
• →Handle escalated implementations requiring technical expertise and/or customer management needs.

• Minimum of 3 to 5 years of experience in Professional Services Implementation and configuration experience in a Cloud computing or telephony environment
• Has good verbal and written communication skills (English)
• Has strong knowledge of hosted solutions (SaaS), VoIP, IVR, and Call Center skills/practices.
• Has strong knowledge of CRM and Lead Management solutions (Salesforce, Velocify, NetSuite, Zendesk) is preferred.
• Knowledgeable of Digital Engagement channels (Email, Chat, SMS)
• Preferably graduate of IT or related technical course.

• Knowledge of Five9 and VCC-specific offerings and Call Center best practices.
• Demonstrates Advance Technical Skills.
• Able to provide customers with best practices and recommendations for managing their call centers in a consultative manner.
• Able to learn Five9 and PS values and actively apply them to projects.
• Able to act as a Platform Configuration Engineer (PCE) or a Solution Architect (SA) when working on accounts. Whichever role type will be needed and applied to a project’s implementation will be assessed and decided upon by PS management.
• Must be a strategic thinker; able to understand the ‘Big picture”; able to think quickly and adeptly while solving complex problems.
• Willing to work in a permanent night shift schedule.