Job
Description
Your role and responsibilities Principal Duties and Essential Responsibilities: Implement, troubleshoot, and support the Five9 contact center software solutions in a wide array of configurations and customer environments, while adhearing to best practice guidelines. Review Contact Center designs and evaluate the efficiency of the recommended configurations. Test IVR/Callflow configurations andPerform MACD (Move/Add/Change/Delete) tasks. Provide, where possible, customized training to ensure customers have a comprehensive understanding of these solutions. Manage multiple implementation projects simultaneously,Design and Implement Five9 Contact Center solutions. Identify underlying causes of a problem, including problem identification and classification. Diagnose problems accurately and work to find appropriate solutions in a timely manner. Continually seek opportunities to increase customer satisfaction and strengthen client relationships by interacting effectively at all levels of the client organization. Work within a 24x7x365 support environment. Job requirements are subject to change based on management discretion. Required education Bachelor's Degree Required technical and professional expertise Minimum Requirements: At least 5 years of professional work experience, with a minimum of 2 years in Architect support position. Knowledge of Contact Center Operations.Applicants with experience deploying and/or managing Five9 Contact Center solutions are preferred. Knowledge of PBX, ACD, CTI, VoIP and IVR applications. Knowledge of Core Networking protocols such as TCP/IP and the OSI Model. Working knowledge of Microsoft Office products (Teams, Excel, Word, PowerPoint, Visio, etc.) Working knowledge of Jira and Monday.com for project tracking activities. Strong foundation in system administration, troubleshooting, analytical thinking, and problem-solving skills. Experience in technical writing, documentation, and business presentations Excellent verbal and written communication skills in English.. Self-starter possessing excellent time management skills with the ability to manage multiple cases and troubleshooting activities simultaneously. Periodically work flexible hours to meet customer needs and escalations Preferred technical and professional experience Understanding of Contact Center concepts and Solutions. Experience in supporting and implementation of AI and automation systems Must possess strong technical call center skills preferably in a technical Architecture VOIP role. Must posess Customer Facing and Project Management skills. Functional Knowledge of Verint Workforce Management, Salesloft, Salesforce and CRM's. Familiarity with REST APIs and related applications (e.g., Postman, Insomnia). Working knowledge of Python, JavaScript, and HTML scripting Experience with SaaS model and applications,a plus.
