Senior Professional Services Engagement Analyst
New
This role is fully remote for candidates who reside outside the 30 mile radius of one of our offices. For candidates who reside within a 30 mile radius of one of our offices, this role is HybridFull-TimeSenior
Salary100,000 - 160,000 USD per year
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Job Details
- Experience
- 5+ years of Contact Center experience, with a minimum of 2 years in VCC implementation, Professional Services, Technical Account Manager or Sales Engineering roles on the Five9 platform.
- Required Skills
- Project ManagementCRM
Requirements
- 5+ years of Contact Center experience.
- Minimum 2 years in VCC implementation, Professional Services, TAM, or Sales Engineering roles on Five9 platform.
- Experience with Five9 proprietary systems for request tracking.
- Experience with TDM and/or VoIP Contact Center solutions (Genesys, Avaya, Cisco, etc.).
- Strong knowledge of CRM and Lead Management solutions (Salesforce, Siebel, NetSuite, etc.).
- Proficient in Web Services, SOAP, XML, HTTP, and Regular Expressions.
- BA/BS or equivalent experience.
- Strong project management and technical contact center skills.
Responsibilities
- Receive, scope, and develop SOW language for custom requests requiring specialized technical knowledge.
- Obtain requirements from customers and develop VCC custom solutions.
- Produce Technical Design Documents (TDD) including level of effort estimates.
- Anticipate and respond to customer questions regarding scope of work.
- Communicate and document customer and Five9 obligations for engagements.
- Manage and negotiate customer-facing SOW redlines.
- Provide technical and process guidance to other PS SOW team members.
- Establish and maintain competency in Five9 and third-party products.
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