Platform Configuration Engineer

Reporting to the Supervisor of the Professional Services team, you will perform project tasks such as system configuration, training, documentation, and customer follow-up. You will handle several projects simultaneously, providing expert recommendations for Contact Center Solutions in a Technical and consultative role

• Configure VCC application according to specifications provided by Five9 Business Analyst while following best practice guidelines.
• Configure according to best practices, review the design, and evaluate the efficiency of the recommended solutions.
• Build customer trust by setting expectations and ensuring their business needs align with the Five9 solution.
• Thoroughly test configuration before declaring configuration to be complete.
• Develop stable working relationships both internally and with customers.
• Exchanges standard/basic information with colleagues and immediate supervisor, project leaders, and other professionals in the team and group.
• Learn and get trained with the following:
  • Integrations with Five9 partners (Salesforce, Zendesk, etc.)
  • Digital Channel (Chat/Email/SMS)

Key Requirements:

• Minimum of 2 yearsof  experience in Implementation (Professional Services) and configuration experience in a Cloud computing or telephony environment
• Has good verbal and written communication skills (English)
• Has strong knowledge of Internet technology, hosted solutions (SaaS), VoIP, IVR, and Call Center skills/practices
• Hands-on CRM and Lead Management solutions experience (Salesforce, Velocify, NetSuite, Zendesk) are desired.
• Knowledgeable of Digital Engagement channels (Email, Chat, SMS)
• Preferably graduate of IT or related technical course.

 Key Skills:

• Knowledge of Five9 and VCC-specific offerings and Call Center best practices.
• Demonstrates Advance Technical Skills.
• Able to provide customers with best practices and recommendations for managing their call centers in a consultative manner.
• Able to learn Five9 and PS values and actively apply them to projects.
• Able to act as a Platform Configuration Engineer (PCE) or a Solution Architect (SA) when working on accounts. Whichever role type will be needed and applied to a project’s implementation will be assessed and decided upon by PS management.
• Must be a strategic thinker; able to understand the ‘Big picture”; able to think quickly and adeptly while solving complex problems.
• Willing to work in a permanent night shift schedule.