Senior Professional Services Engagement Analyst
New
F
Five9Cloud Contact Center
United States (Remote)Full-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, Technical Account Manager or Sales Engineering on the Five9 platform.
- Experience with Five9 proprietary systems for tracking requests.
- Experience implementing TDM and/or VoIP Contact Center solutions (e.g., Genesys, Avaya, Cisco, Aspect).
- Strong knowledge of CRM and Lead Management solutions (e.g., Salesforce, Siebel, NetSuite).
- Proficiency with 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 technical requests.
- Obtain requirements from customers to develop VCC custom solutions.
- Produce Technical Design Documents including level of effort estimates.
- Anticipate and respond to customer questions regarding scope of work.
- Communicate accurate timelines associated with delivery processes.
- Protect company interests and exposure regarding contracted services.
- Manage and negotiate customer-facing SOW redlines.
- Provide technical and process guidance to other PS SOW team members.
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