8 Five9 Jobs

Level AI was founded in 2019 and is a Series C startup headquartered in Mountain View, California. Level AI revolutionizes customer engagement by transforming contact centers into strategic assets. Our AI-native platform leverages advanced technologies such as Large Language Models to extract deep insights from customer interactions. By providing actionable intelligence, Level AI empowers organizations to enhance customer experience and drive growth. Consistently updated with the latest AI innovations, Level AI stands as the most adaptive and forward-thinking solution in the industry. About the Role:As an Implementation Manager, you will lead our clients onboarding and implementation process, ensuring they unlock the full potential of Level AI to enhance the customer experience.You will be responsible for understanding client business requirements, facilitating data integrations, configuring and training on the Level AI products including Auto-QA, Analytics, Voice of the Customer, Agent Assist, and Screen Recording among others, all while driving efficient time to value. Key Responsibilities :Serve as the primary point of contact for key client accounts, building and maintaining strong relationships with clients.Successfully handle onboarding of multiple clients simultaneouslyUnderstand clients' business objectivesUnderstand clients' technical requirements which may require leading technical discovery sessions to ensure that our AI-powered customer support solutions are configured appropriately to meet their needsCollaborate with internal teams, including sales, product, engineering, and customer support, to address client needs and resolve technical issues.Develop and maintain a deep understanding of our AI-powered customer support solutions, and effectively communicate technical information to clients.Identify opportunities for upselling and cross-selling our solutions to existing clients.Track and report on key account metrics, such as customer satisfaction and product usage, and use this information to drive improvements in our solutions. Requirements : Bachelor&aposs degree in Computer Science, Information Systems related field OR equivalent experience 3+ years of experience in a hands on technical role; 1-2+ years of experience delivering successful customer implementations Strong technical background with knowledge of SaaS platforms, APIs, and cloud services Excellent project management skills with the ability to juggle multiple projects simultaneously Ability to translate complex concepts into actionable items to non-technical stakeholders Strong communication skills in English (both written and verbal) Entrepreneurial & Problem-Solving Attitude - Self-motivated, adaptable, and resourceful in tackling implementation challenges Comfortable working in US hours Optional Requirements : Experience interacting with APIs and using cloud services Experience with integrating with CRMs such as Salesforce Familiarity with intent-based and generative artificial intelligence Experience with Telephony Systems such as AWS Connect, Five9 and Genesys Show more Show less

Primary Skill: Network Voice Support Engineer Location : Pan India Experience : 5.2 to 9 years Shift Time : 24/7, rotational Job Summary : We are seeking a skilled and experienced Network Voice Support Engineer to manage and support our voice infrastructure, including Five9, Cisco, Avaya, and Microsoft Teams. This role will focus on the configuration, maintenance, and optimization of voice systems, contact center operations, and telephony integrations. The ideal candidate will have hands-on experience with voice gateways, SBCs, certificate management, and complex call flow designs. RESPONSIBILITIES: Create and manage Five9 accounts for inbound and outbound calling, including agent setup and campaign assignments. Design and modify call flows, IVRs, and routing logic within Five9. Create new campaigns and configure WFO (Workforce Optimization) accounts within the Five9 platform. Perform troubleshooting of call quality and routing issues across Five9, Cisco, Avaya, and Microsoft Teams platforms. Renew and manage SSL/TLS certificates for voice systems and SBCs to ensure secure communication.

Ready to shape the future of work At Genpact, we don&rsquot just adapt to change&mdashwe drive it. AI and digital innovation are redefining industries, and we&rsquore leading the charge. Genpact&rsquos , our industry-first accelerator, is an example of how we&rsquore scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to , our breakthrough solutions tackle companies most complex challenges. If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that&rsquos shaping the future, this is your moment. Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions - we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation , our teams implement data, technology, and AI to create tomorrow, today. Get to know us at and on , , , and . Inviting applications for the role of Vice President , Amazon Connect Solution A rchitect ! We are seeking a dynamic, growth-oriented leader to head our Customer Experience / Contact Center CcaaS advanced technology practice, with a focus on Amazon Connect-based solutions . This role is an opportunity to shape and scale one of the most strategic CX offerings in the market today&mdashanchored on Agentic AI, Generative AI and customer service technologies . As Vice President, you will drive the strategy, solution architecture, and execution of our CX technology service line, building a differentiated portfolio of industry-specific IP, co-innovating with AWS, GCP, Microsoft Dynamics and delivering large-scale transformation programs for global clients across industries, with a heavy focus in banking and financial services , . This is a unique opportunity to lead a high-growth business that blends deep domain, cloud-native architecture, applied AI, and real-time customer engagement technologies. You%27ll partner with AWS globally, influence client roadmaps, and lead a multidisciplinary team of engineers, architects, consultants, and GTM specialists to create tangible, measurable outcomes. Responsibilities Business and Practice Leadership Lead the global growth and delivery of our Amazon Connect service line, focusing on innovation, client value, and scale across priority industries. Define and operationalize a differentiated strategy in close partnership with AWS and internal teams (engineering, GTM, delivery). Build and mentor a high-performing team of technical and business leaders across regions. Serve as the executive liaison to AWS partner teams, jointly driving pipeline, solution launches, and field enablement. P&L Management Own and manage the Profit & Loss (P&L) of assigned client portfolios or regional operations. Track revenue, cost, and margin identify opportunities to optimize delivery costs and increase profitability Innovation and IP Development Architect and launch reusable assets, industry accelerators, and solution frameworks built on AWS leveraging Amazon Connect, Lex, Q in Connect, Voice ID, Wisdom, Contact Lens, Tasks, Cases, Bedrock and more. Deliver end-to-end solutions that extend Amazon Connect capabilities, such as intelligent agent desktops, proactive and personalized customer engagement journeys, and AI-driven analytics and automation. Prototype new features, build demos for strategic pursuits, and maintain a future-ready solution roadmap aligned to industry needs. Client Engagement and Delivery Oversight Act as the executive sponsor and strategic architect on major global transformation programs, with a focus on outcome-driven CX modernization. Oversee design and deployment of cloud contact center platforms, ensuring seamless integration with CRMs, case management, knowledge bases, and digital channels. Collaborate with delivery leaders to ensure operational excellence, client satisfaction, and timely execution at scale. Thought Leadership and Market Influence Represent the firm externally as a leading authority on cloud CX transformation and AI-first customer engagement. Drive executive conversations, shape complex pursuits and proposals, and lead strategic RFPs in partnership with GTM and pre-sales teams. Publish thought leadership, speak at AWS and industry events, and help shape market perception of our capabilities in the space . Minimum Q ualifications / Skills Experience in enterprise technology or consulting, with a strong background in customer experience, contact center , or cloud transformation. Experience in leading Amazon Connect implementations at scale, including enterprise migrations and multi-region deployments. Own and manage the Profit & Loss (P&L) of assigned client portfolios or regional operations Proven success in building and scaling technology practices or service lines, ideally with global delivery exposure and AWS alliance experience. Deep expertise in AWS services, including Amazon Connect, Lex, Lambda, Pinpoint, Contact Lens, Wisdom, Q in Connect, and related AI/ML offerings. Hands-on knowledge of telephony (SIP/VoIP), CRM integrations (Salesforce, ServiceNow), and digital channels (chat, social, email). Experience in adjacent CcaaS platform technologies such as MS Dynamics, GCP CCAI, Genesys, Five9, Nice CXone , Zendesk, WFM technologies Strong executive presence and experience in influencing senior clients, leading diverse teams, and navigating complex global programs. Preferred Q ualifications / Skills Experience applying generative AI to enhance customer experience workflows. Familiarity with AWS CCI (Contact Center Intelligence) solutions. Experience with DevOps practices in the context of cloud contact center deployment. Background in BFSI, healthcare, or regulated industries preferred but not required . Why join Genpact Be a transformation leader - Work at the cutting edge of AI, automation, and digital innovation Make an impact - Drive change for global enterprises and solve business challenges that matter Accelerate your career - Get hands-on experience, mentorship, and continuous learning opportunities Work with the best - Join 140,000+ bold thinkers and problem-solvers who push boundaries every day Thrive in a values-driven culture - Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up. Let&rsquos build tomorrow together. Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color , religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation. Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a %27starter kit,%27 paying to apply, or purchasing equipment or training.

we are hiring for Five9 Contact Center Developer Hands-on experience in Five 9 cloud architecture landing zones, micro-services architecture and applicability on re-engineering cloud contact center platforms. Required Candidate profile Must have experience in Five 9 cloud architecture landing zones, micro-services architecture and applicability on re-engineering cloud contact center platforms.

As the Quality Assurance Officer at Kaseya, you will play a crucial role in enhancing customer interactions, improving agent performance, and optimizing support processes within our Contact Center team. With a strong background in quality assurance and a passion for continuous improvement, you will contribute to driving the success of our organization. You should have at least 2-4 years of experience in a contact center quality assurance or process improvement role, ideally within the IT industry working with Tickets. Proficiency in QA methodologies, call monitoring tools, and customer service metrics is essential. Additionally, skills in data analysis tools such as Excel, Power BI, or similar applications are required. Your responsibilities will include monitoring and evaluating inbound and outbound customer interactions across various channels, analyzing agent behavior and adherence to standards, identifying opportunities for improvement, and developing quality scorecards and performance dashboards. You will also provide actionable feedback to supervisors and managers, collaborate with training and operations teams on improvement initiatives, track program effectiveness, conduct root cause analysis, and support calibration sessions. Preferred skills for this role include experience with CRM and contact center platforms like Zendesk and Five9, familiarity with process improvement methodologies such as Six Sigma or Lean, and certifications in Quality Assurance or Customer Experience like COPC, ISO 9001, CCXP. Join us at Kaseya, where we value dedication, innovation, and a drive for excellence. Be a part of our dynamic team and contribute to #ChangingLives with our award-winning solutions and customer-centric approach.,

DevOps cycle Orchestration and Configuration Management, CICD, Monitoring, Security Experience around containers, container networking with host OS, container security etc. AWS Cloud and services

Key Responsibilities: The Service Desk Solution Manager works with a team of Solution Managers and Solution Architects in the Solution Management organization within our Digital Workplace Solutions business unit. As such, this role is responsible to create durable and commercially viable solutions using innovative technology, process improvements, and reseller partner opportunities that will enable Unisys to both expand its Service Desk business and improve the efficiency of those services. The Service Desk Solution Architect will contribute to the ideation, technology architecture, collateral development, creation of Service Descriptions, delivery partner engagement, go to market strategy, preparation of cost and price models, sales enablement, pipeline curation, and continuous improvement of Unisys Service Desk offerings. This role creates artifacts that are used by stakeholders within other Unisys organizations to market, sell, solution, price, and deliver Service Desk services. This can include: marketing messaging, whitepapers, sales battlecards, client-facing documentation, sales training, demo capabilities, service descriptions, solutioning guides, costing guides, cost models, RACIs, and Statements of Work. This role: Participate in all elements of the Portfolio Lifecycle Management process, Evaluate business requirements to come up with the technical solution to solve business problems, Design end-to-end technology solutions for contact centers and remote support platforms, including omnichannel cloud contact center and AI-driven support tools, Define integration strategies between service desk support systems such as ITSM, CRM, ticketing systems, workforce management, and analytics platforms, Ensure solutions align with enterprise architecture standards, security policies, and compliance requirements, Develop high level design, low level design, data flow diagrams, support models, user manuals, API documentation, guides, KBs, product manuals, etc., Evaluate emerging technologies (e.g., CCaaS, UCaaS, AI/ML, RPA) for applicability to contact center use cases, Develop proof-of-concepts (PoCs) and prototypes to validate architectural decisions and demonstrate feasibility, Define and oversee solution testing strategies, including functional, performance, and failover testing, Coordinate and oversee pilot deployments to validate solutions meet their goals. Work closely with developers, infrastructure teams, and delivery operations to ensure successful solution hand off into production, Work with technical teams to put together technical reference architectures and demos, Collaborate with vendors and internal stakeholders to assess and select appropriate platforms and tools, Identify potential security risks in the solutions proposed and develop road-map to mitigate them, Consider how Service Desk evolution aligns with the overall DWS strategy and partner ecosystem, Contribute to strategic solution business planning, service excellence improvement, and innovation, whilst ensuring governance maturity, Assist in the research, ideation, and creation of vision, strategy, and roadmap for the offering, collecting input from external analysts, delivery partners, sales, and existing Unisys clients, Analyze feasibility to augment existing Service Desk services by leveraging automation and AI in order to improve efficiency, Assist with managing solution and roadmap plan schedules to meet launch commitments, Work with delivery to determine licensing, transition, and labor costs for the purposes of developing a repeatable cost model and associated statement of work, May present Service Desk technical capabilities and architecture to key clients. You will be successful in this role if you have: Skills and Qualifications: University degree and/or 5-10 years of related experience with the delivery of IT support services and solution architecture. 5+ years of contact center and remote support technologies design, operations, development, implementation, and support. Strong knowledge of platforms such as Genesys, NICE, Five9, Amazon Connect, or similar. Strong knowledge of ITSM platforms such as Service Now, BMC Helix, or similar. Experience and in-depth understanding of service desk operations. Experience with AI/ML in customer support (e.g., chatbots, sentiment analysis) preferred. Experience with cloud platforms (AWS, Azure, GCP) and microservices architecture Understands and knows how to implement ITIL processes such as Portfolio Management and Service-level management. Well versed in the practical delivery of Incident Management, Problem Management, Service Management, Asset Management, Major Incident Management, Knowledge Management, and Request Management. Familiar with proactive incident detection and resolution. Familiar with the development and usage of SLAs, KPIs, and XLAs. Ability to think outside the box Takes the initiative in connecting and collaborating with individuals across the globe and in various time zones. Highly motivated, working effectively remotely without constant oversight. Initiative-taking, consultative and an excellent problem solver. Able to explain complex topics simply. Open-minded, hands-on mentality, curious, hands-on, and pragmatic character. Able to evaluate tradeoffs between build vs. buy options, taking into consideration multiple use case scenarios while planning innovations and considering the future. Understanding of deal financials with a basic understanding of accounting principles. Ability to gain buy-in and cooperation from a wide range of stakeholders without direct authority. Comfortable working in innovative technology and in a fast-paced environment. Willing to be client facing with strong communication skills.

Company Summary Trek Bicycle is a global leader in the design and manufacture of bicycles and related products. We believe bicycles offer simple solutions to some of the worlds most complex problems. Were committed to breaking down the barriers that prevent people from using bicycles more oftenfor transportation, recreation, and inspiration. Our mission is simple: create products we love and take care of our customers. We value fresh ideas from anywhere, positive energy, making tough calls when needed, and turning ideas into action quickly. We’re a team that believes in doing great work—and enjoying the ride. Position Summary Trek Bicycle is seeking an innovative and accomplished Business Analyst with deep experience in contact center platforms. This key, hands-on role will serve as the primary liaison between IT infrastructure, global customer care teams, and IT and business leadership. You’ll help shape the future of our contact center experience by identifying opportunities with business partners, articulating requirements to our vendors, and delivering measurable improvements to our tools and workflows. Key Responsibilities Serve as the primary administrator for our CCaaS platform (8x8). Collaborate with vendors and internal stakeholders to enhance contact center capabilities. Gather and document business requirements into functional and technical specs. Guide solutions through the full software development lifecycle in an Agile environment. Manage and configure call flows and IVRs. Oversee integrations, including 8x8 with Microsoft Dynamics CRM and our ChatBot Platform Cognigy. Lead or participate in vendor meetings, SLAs between us and the vendor, and roadmap planning. Support global teams on outcome-focused projects and collaborate across departments. Support infrastructure in managing gateways for our global Retail and Customer Care locations Drive testing, release management, and sprint planning activities. Use tools like JIRA, Confluence, Excel, and Power BI to document and communicate clearly. Create flowcharts, storyboards, and visuals to enhance system/user interface understanding. Maintain high standards of customer service, quality, and responsiveness. Stay up to date on Contact Center technologies, AI trends, Large Language Models (LLMs), and evolving privacy regulations (e.g., GDPR). Required Qualifications Bachelor's degree in an IT-related discipline or equivalent experience. 3+ years of experience in business/systems analysis, specifically in contact center or CCaaS environments. Proficiency with 8x8, or strong experience in similar platforms (RingCentral, Genesys, Five9, Talkdesk, Cisco, SalesForce Service Cloud). Excellent verbal and written communication skills; confident facilitator and interviewer. Expert notetaking and documentation skills. Experience managing vendor relationships and driving performance. Familiarity with Agile methodologies, sprint planning, and stand-up facilitation. Ability to manage multiple concurrent projects in a fast-paced environment. Working knowledge of testing and release practices. Experience in integrations with CRM and digital channels. Strong interest in AI, analytics, and reporting tools (Excel, Power BI). Nice-to-Haves Understanding the configuration Sip Trunks and Gateways Experience with Dynamics CRM integrations. Exposure to expense management, procurement systems, or reporting platforms. Familiarity with GDPR and other privacy laws. Passion for learning new technologies and improving business processes.