Service Optimization Specialist

The Service Optimization Specialist will play a key role supporting clients, building and implementing projects, and act as a consultant to C-level contacts and operational teams for best practices in their Contact Center. Technical Account Management experience and
ability to drive customer satisfaction is valuable, along with solution implementation, support, and sales engineering experience in the premise-based or cloud telecommunications software industry. Special consideration will be given to candidates that possess a background in both contact center operations and technology with a preference towards those that have experience with Five9 software and adjacent technologies

Key Responsibilities:

• Manage Non-Break Fix Cases ensuring complete satisfaction from a technical, business, and reporting perspective
• Manage the day-to-day operational and tactical aspects of multiple customer implementations; effectively communicate plans, progress and status both internally and to the customer organization
• Implement, troubleshoot and support the Five9 call center software solutions in a wide array of configurations and customer environments
• Partner with Customers to optimize the Five9 call center software solution
• Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization
• Develop materials in-line with the specific sales and/or services opportunity requirements, to include diagrams, SOP’s, or operational runbooks associated with Five9 technology
• Consult with the customers to make steady and ongoing improvements to thecontact center by way of process improvements, configuration changes, KPI adherence, etc.
• Advocate for the customer as an escalation point with our wider support and operational teams, clearly articulating customer requests, and involving others as required to deliver customer solutions

• 5+ years of related experience, with minimum of 2+ years in a contact center environment.
• Strong skills in project management, client management, and technical contact center operations
• Strong knowledge of PBX, ACD, CTI, IVR and other call center related technology
• TCP/IP Networking knowledge
• Strong practical understanding of VoIP applications and its principles
• Proficient with WAN applications
• Well-versed in CRM applications such as Salesforce, Microsoft Dynamics, Oracle, ServiceNow, Zendesk, etc.
• Ability to interpret HTML / XML related web posting
• Outstanding customer verbal and written communication skills
• Excellent time management skills including managing multiple client implementations/projects and sales activities simultaneously
• Must bring an entrepreneurial, self-starting mindset

• 3+ years of experience with Five9 Admin, Supervisor, and/or Reporting
• Strong analytical capabilities (MS Excel, BI Tools, etc)
• Experience with SaaS model and applications
• Strong understanding of PC and its operating systems
• Experience with SaaS model and applications
• Development experience