Senior Professional Services Engagement Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Anticipate and address customer inquiries regarding the scope of work.

• Clearly communicate realistic and precise timelines related to the delivery process.

• Safeguard Five9’s interests and liabilities associated with contracted services and deliverables.

• Effectively document and communicate the responsibilities of both the customer and Five9 for the engagement.

• Exhibit proficiency by employing the appropriate language in Five9 SOW contracts.

• Provide technical and procedural guidance to fellow members of the PS SOW team.

• Oversee and negotiate customer-facing SOW redlines.

• Engage in critical and creative thinking while remaining adaptable within the established Five9 processes.

• Develop and maintain expertise related to Five9 products, including third-party external products.

• Deliver SOWs for requests that necessitate advanced technical proficiency in Five9 products and services, which include but are not limited to Advanced IVR development work for Enterprise Accounts, custom-developed PS assets like Secure Payment Capture, advanced Five9 CRM integration for various third-party platforms (e.g., Salesforce, Netsuite, Zendesk, Zoho, and other providers), advanced (WFO) custom report development requests, and advanced Five9 VCC configuration.

⛳️ Requirements

• Must be a self-starter with outstanding time management abilities; capable of managing multiple tasks simultaneously with minimal supervision or guidance.

• Over 5 years of experience in Contact Centers, including at least 2 years in VCC implementation, Professional Services, Technical Account Manager, or Sales Engineering roles on the Five9 platform.

• Experience with Five9 proprietary systems for receiving, responding to, and tracking requests for Professional Services is essential.

• Familiarity with implementing TDM and/or VoIP Contact Center solutions (Genesys, Avaya, Cisco, Aspect, LiveOps, Contactual, InContact, Interactive Intelligence, and/or CosmoCom).

• Strong understanding of CRM and Lead Management solutions (Salesforce, Siebel, NetSuite, Oracle Service and Sales Clouds, Velocify, and/or Zendesk) is required to assist with the scoping of custom integrations for these vendors.

• Proficient experience with Web Services and knowledge of SOAP, XML, HTTP, and Regular Expressions.

• BA/BS degree or equivalent experience.

🏝️ Benefits

• Health, dental, and vision insurance starting on the first day of employment.

• Five9 covers 100% of the employee portion of health, dental, and vision insurance and contributes significantly to dependent costs.

• Short and Long-Term Disability, Basic Life Insurance, and a 401k savings plan with employer matching.

• Access to an innovative mental health support platform that provides personalized care and resources in areas such as therapy, coaching, and self-guided mindfulness exercises for all covered employees and their dependents.

• Generous employee stock purchase plan.

• Paid Time Off, company-paid holidays, paid volunteer hours, and 12 weeks of paid parental leave.