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

Overview of Job Function:

At Five9, the Solutions Engineer (SE) is a senior member of the Hypecare team. As an SE, you will be the point of contact for assigned Hypercare customers and will provide them with advanced-level technical support. You manage high-impact technical cases, ensuring that all break/fix issues are resolved in accordance with customer’s service agreements. Collaborates with Technical Support Engineers (TSEs), who are often in charge of many of Hypercare customers' technical support cases, to guarantee timely status updates, customer communication, duplication, and root cause resolution. You cultivate relationships with key customer stakeholders and internal Five9 teams to facilitate effective communication.

Principal Duties and Essential Responsibilities:

Operates as the lead point of contact for all matters specific to Hypercare customers.
Builds and maintains strong, long-lasting customer relationship.
Ensures the timely and successful delivery of solutions.
Clearly communicates the progress of weekly and monthly initiatives to both internal and external stakeholders.
Prepares cases analyses, employing data trends to analyze behavior patterns, preempting potential impacts.
Assists with high severity requests or issue escalations as needed.
Solutions Engineers are expected to proactively reach out to Customers in the event of Service Interruptions and degradations.
Identify the customer's managed service's needs, gather requirements, establish success criteria, document, and validate desired operations.
Conduct checkpoints with key Hypercare stakeholders.
Assess and fine tune service deliverables to ensure operational excellence.

Requirements:

3-5 years of related experience, with a minimum of 2 years in software support position.
BA/BS or equivalent experience.
Knowledge of PBX, ACD, CTI, VoIP and IVR applications.
Working knowledge of Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.)
Knowledge of Networking theories and protocols such as TCP/IP and the OSI Model.
Excellent verbal and written communication skills.
Excellent Time Management Skills
Self-starter possessing excellent time management skills with the ability to manage multiple cases and troubleshooting activities simultaneously.
Willingness to travel.
May need to work flexible hours to meet customer needs and escalations. Generally, will work at designated shifts aligned with the customer.
Knowledge of contact center operations.
Experience in technical writing and documentation

Preferred Requirements:

At least 1-year experience in handling Enterprise customer-relations
Experience in technical writing, documentation, and business presentations
Project management skill

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, 13^th month pay, Solo parent leave, Special leave for women)

#LI-MB1

#LI-Hybrid

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.

View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.

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

Apply for this Job

* Required

First Name *

Last Name *

Email *

Phone *

Resume/CV *

Dropbox

(File types: pdf, doc, docx, txt, rtf)

Cover Letter

Dropbox

(File types: pdf, doc, docx, txt, rtf)

How did you hear about opportunities at Five9? *

If you were referred by a current Five9 employee please enter the employee's name here:

How are you related to the referring employee? *

Highlights of your functional knowledge and hands-on technical skills related to this job. *

List of active professional certification, if applicable: *

What is your current base salary (monthly/PHP)? *

What is your salary expectation (monthly/PHP)? *

Preferred time to be interviewed between 1am to 7am Manila Time (Tuesdays to Saturdays only): *

How soon can you start? *

Present Home Address *

Candidate comments:

Enter the verification code sent to to confirm you are not a robot, then submit your application.

Security Code *

This application was flagged as potential bot traffic. To resubmit your application, turn off any VPNs, clear the browser's cache and cookies, or try another browser. If you still can't submit it, contact our support team through the help center.

Solution Engineer

Apply for this Job