Solution Engineer

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

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.

Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.

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Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.