Platform Engineer

The Platform Engineer plays a key role within Professional Services and will lead and manage the discovery, design, configuration, and deployments of Five9 software for our Mid-Market, Enterprise and Named clients. 

Key Responsibilities: 

• Act as the customers trusted advisor by providing a consultative approach in deploying Five9 software through the project lifecycle. 

• Design solutions, create technical documents, and configure the Five9 platform based on each customer’s unique requirements.

• Troubleshoot software solutions in a wide array of configurations and customer environments. 

• Provide customized training to ensure customers have a thorough understanding of their solution. 

• Articulate the value of Five9 Professional Services through demonstrations and open discussion with customers and prospects. 

• Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization. 

• Effectively communicate with internal and external stakeholders. Excellent English – spoken and written - is a must. 

• Work on a permanent night shift schedule in an eastern US time zone (EST hours). 

Key Skills: 

• Minimum of 3 to 5 years of experience in Professional Services, implementation and configuration experience in a cloud computing or telephony environment. 

• Strong experience with Software as a Service (SaaS) model. 

• Experience with implementing SaaS Contact Center solutions (NiCE, Genesys, Talkdesk) is required - experience deploying and/or managing Five9 software is preferred. 

• Extensive knowledge of Customer Relationship Management systems (CRM) and Lead Management solutions (Salesforce, MS Dynamics, NetSuite, Zendesk and ServiceNow). 

• Knowledge and experience creating outbound dialing strategies that include integrations with CRMs and the use of API’s and/or webservices. 

• Strong experience with Automatic Call Distribution (ACD) and Interactive Voice Response (IVR) scripting and development. Solutions frequently require the use of expressions, functions, and advanced webservices. 

• Integrations requiring code development such as JavaScript, Extensible Markup Language (XML), and Hypertext Markup Language (HTML). 

• Ability to decipher business requirements from multiple verticals and filter the information in an easily understandable format to provide an optimal configuration recommendation for individual customers.