solution EngineerFive9 Inc.

Job Description
Five9 provides businesses reliable, scalable, and secure cloud contact center software designed to create exceptional customer experiences, increase agent productivity, and deliver tangible business results.
We are driven by a passion to transform contact centers into customer engagement centers of excellence. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud.
Title: Solutions Engineer
Reports to: Sr. TSE Supervisor
Business Team: Customer Success
Overview of Job Function:
Operates as the lead point of contact for any and all matters specific to the assigned customer account
Establishes productive, professional relationships with key personnel in assigned customer accounts.
Ensures the timely and successful delivery of solutions
Communicates clearly the progress of weekly and monthly initiatives to both internal and external stakeholders
Direct clients through issue resolution including customer meetings, status reports and updates.
Prepares cases analyses
Proactively reach out to customers in the event of Service Interruptions
Deploy the solution based on defined requirements
Assess and fine tune service deliverables to ensure operational excellence
Identify the customer's managed service's needs, gather requirements, establish success criteria, document and validate desired operations
Preferred Requirements:
Understanding of Contact Center concepts and software like Performance Management, Workforce Management, Knowledge Management, Quality Monitoring, etc.
Must possess strong technical call center skills preferably in a technical support or customer service role.
Functional knowledge of Salesforce, NetSuite, leads 360, ITSM CRM's or conceptual knowledge of CRM's.
Experience with SaaS model and applications a plus.
Knowledge of Enterprise Reporting tools such as Business Objects.
At least 1-year experience in handling Enterprise customer-relations
Experience in technical writing, documentation, and business presentations
Company Benefits
Company stocks
Annual merit increase based on performance
15% night shift differential pay
Paid Leave with Cash Conversion
HMO with free dependents
Retirement Plan
Life Insurance
While on work from home setup: Internet and meal allowance are provided
Employee Assistance Program for mental and social well-being
Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)
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Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.
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Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.