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.

Join the Five9 Network Operations Center team for an exciting opportunity to play a leading role in maintaining Five9’s Cloud Call Center Services and Application Delivery. The NOC Supervisor will lead NOC Technicians & Analysts in providing 24/7/365 days a year service to our internal & external customers. This position reports to the NOC Manager.

Key Responsibilities:

Supervising and developing NOC staff
Make hiring recommendations
Coordinate NOC work schedules and assignments
Provide production network and systems surveillance, performing moderately complex fault management and configuration tasks in support of customers and customer-supporting systems
Accountable for the operational effectiveness of the NOC, helping administer business processes, maintaining cross-functional working relationships and identifying opportunities for improvements
Provide staff training & mentoring regarding NOC disciplines:
- Monitoring network/systems
- Documenting network/system events
- Taking corrective action in response to alarms and traps
- Performing network and systems configuration changes
- Providing assistance to Operations teams and Customer Success representatives
- Primary Production point of contact for vendors, service providers, carriers and partners
Documenting standard operating procedures & methods of procedures

Required Experience

4+ years of recent relevant experience providing customer support, performing maintenance, monitoring and configuration work in a 24x7x365 technical operation environment
Possess a good understanding of the following disciplines:
- Telephony
- Networking
- Systems Administration
Strong analytical and problem-solving skills
Experience with CRM ticketing systems and coordinating workflow with other departments
Experience working with network & telecom vendor & service providers
Associate's degree from a college or trade school in computer science, engineering or related technical discipline or equivalent relevant work experience

Desirable Qualifications/Experience

Understanding of the following voice and data protocols: SIP/RTP/TCP/SDP/UDP/HTTP/DHCP/DNS/NAT
ITIL qualifications and experience
Quality metrics
Data Center knowledge
Network equipment configuration (Palo Alto/Cisco/firewalls)
Systems OS, services and hardware configuration (DHCP/DNS/NAT Traversal/Linux/MS Windows)
Telecom equipment configuration (Media Gateway/SIP Proxy/Free Switch/Ribbon)
Scripting/MYSQL/Python/etc.

Benefits:

Five9 Shares
Bonus Scheme
10% Flexi Benefit
Meal Allowance
Medical Insurance
Life Insurance
25 day Annual Leave + Public Holidays

Please note, the working days will be Monday to Thursday and Working hours are 6:30 AM - 4:30 PM or 7:30 AM to 5:30 PM

#LI-ND1 #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.

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

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.

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Candidate comments:

The recruiting function, including systems and processes, for Five9 are driven out of the US office with team members in various satellite offices. It is imperative that individuals responsible for the recruiting out of their respective offices, as well as team members in the United States, have the ability to share information and data. Often, this necessity extends beyond the recruiting team, and includes hiring managers as well. The recruiting function, including systems and processes, for Five9 are driven out of the headquarters in the United States with team members in satellite offices across various countries. • The HR Operations team, based in the US, must have access to hiring data from other countries in order to complete Compliance audits. • Our compensation and Benefits team , based in the US, must share and receive data from all offices with respect to job grading and compensation. • The FP&A team, based in the US, provides headcount and must receive offer details to hired employees for reporting purposes. • Our Payroll team, based in the US, must receive and provide data in order to complete payroll activities. • For many of the roles in other countries, the hiring manager is based in the US. They must have access to the resumes for candidates for assessment and access to offer documents for hired candidates for budget purposes. • The CFO must approve all offers and offer information must be shared across offices in order for that action to be satisfied. • The recruiting team needs access to data related to recruiting functions for reporting, process enhancements, data assessments. *

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