Job description
Negotiable
Job Address
Cebu Office: CoDev, 7F Link Bldg. Cebu IT Park Cebu City, Philippines/ Bacolod Office Annex, 4F Negros First Cybercenter Complex, Hernaez St., Bacolod City, Negros Occidental / Makati Office Kuala Lumpur room at KMC Solutions, 29th Floor Rufino Pacific Tower, 6784 Ayala Ave. Makati City, Metro Manila
Job Description
TECHNICAL Responsibilities:
Providing solution design and development for new client implementations on Five9, and coordination of changes to existing applications.
Building technical configuration and, in some cases, programming as required to implement new clients on Five9 cloud contact center platforms.
Creating ACD and IVR routing rules, menus, users, agent skills, supervisors, hours of operations, teams, points of contact, dialing lists and rules, queue and other messaging, call recording services, email, chat, and other components of a customer call center platform build.
Determining third party or client system (client CRM, databases, service platforms) integration requirements and building integration services (API, URL calls, etc.) to the platforms as part of the call center platform development efforts.
Manage day-to-day technical aspects of multiple implementation projects.
Provide customized training to ensure customers have a thorough understanding of these solutions.
Trouble-shooting problems during the configuration or go-live stages of client implementations.
Implementation of Five9 advanced services (i.e. Outbound dialer, Salesforce or other CRM integration, etc..).
Coordination of connectivity, number management services, and other functions necessary to onboard customers.
Provision of “expert services” assisting more junior implementation resources with complex services including integration to third party systems, custom scripting, and other services as needed. Serves as mentor to implementation resources.
Maintaining expertise with industry leading contact center technologies
PROJECT Responsibilities:
Providing business analysis, user needs analysis and business systems design for Five9 contact center projects.
Serving in a project manager capacity for end-to-end system life cycle development of small to mid-scale projects (larger projects typically have a dedicated Project Manager).
Consulting with clients on system capabilities, implementation best practices, system training, vendor support services and processes, and other needs related to the initial platform build and post-implementation vendor support.
Effectively communicate plans, progress and status to both internal and Customer stakeholders.
Continually seek opportunities to increase Customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization.
Creating required documentation for implemented services.
BUSINESS:
Presenting a professional image in conduct, attitude and attire.
Contributing to business user needs analysis and business systems design.
Maintaining the EPIC reputation with its key partners and customers.
Requirements
Competencies
Strong background with Five9 implementations preferred, including CRM integrations with external platforms
Cloud contact center vendor technical configuration experience (Five9, inContact, etc.)
BS/BA in technical (e.g., CS/IS/EE/MIS) or business (e.g., Management / Marketing / Operational) field or equivalent work experience required.
Equal years of professional experience beyond education requirements as noted above.
Implementation and Solutions: broad skills in both technology and analysis.
Business Optimization: process review and business analysis skills.
Personal profile: analytical, inquisitive, service and team-oriented, friendly demeanor adopter.
5+ years of consulting experience in a cloud computing or telephony environment or 3-5 years experience in call center operations or technology, or process management.
Bonus Experience:
Contact center operational experience.
Contact Center network, ACD/IVR, dialer, workforce management, software or other solution operations or technical experience.
Strong knowledge of SaaS, networking, internet concepts, web development, CRM, WFM, PBX, dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices – Experience with NICE Monitoring and IEX WFM are a plus.
Additional Competencies:
Able to effectively utilize full MS Office suite.
Effective oral and written communication skills with the ability to interact with all levels of employees.
Ability to solve multiple, complex issues and work multiple projects simultaneously.
Effective communication skills and experience with conducting presentations to customers.
Supervisory Responsibility:
This position has no direct supervisory responsibilities.
Job Type
Information Technology
Working Hours
06:00 AM to 03:00 PM
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Other Info
3 Years
Full-time
Negotiable
Bachelor's / College Degree
3 Vacancies
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Complete Development CoDev
About the company
Complete Development CoDev jobs
Cebu Office: CoDev, 7F Link Bldg. Cebu IT Park Cebu City, Philippines/ Bacolod Office Annex, 4F Negros First Cybercenter Complex, Hernaez St., Bacolod City, Negros Occidental / Makati Office Kuala Lumpur room at KMC Solutions, 29th Floor Rufino Pacific Tower, 6784 Ayala Ave. Makati City, Metro Manila
Size: From 101 to 500 employees
About the company
Complete Development CoDev jobs
Cebu Office: CoDev, 7F Link Bldg. Cebu IT Park Cebu City, Philippines/ Bacolod Office Annex, 4F Negros First Cybercenter Complex, Hernaez St., Bacolod City, Negros Occidental / Makati Office Kuala Lumpur room at KMC Solutions, 29th Floor Rufino Pacific Tower, 6784 Ayala Ave. Makati City, Metro Manila
Size: From 101 to 500 employees