Senior Professional Services Engagement Analyst

Job Description

The Senior PS Engagement Analyst role was created to receive, scope, and develop SOW language for custom requests that require highly specialized technical knowledge and writing skills. The individual in this role will work on Enterprise customer SOW requests in addition to those submitted on behalf of Commercial customers.

Reporting to the Professional Services Engagement Manager, this role involves working with customers to obtain requirements, develop the VCC custom solution, and produce a Technical Design Document (“TDD”) which includes the level of effort to complete the custom work. Additionally, this role will:

• Anticipate and respond to customer questions regarding the scope of work
• Communicate reasonable and accurate timelines associated with the delivery process.
• Protect Five9’s interests and exposure related to contracted services and deliverables.
• Communicate and document the customer and Five9 obligations for the engagement.
• Demonstrate proficiency by utilizing appropriate language in Five9 SOW contracts.
• Provides technical and process guidance to other PS SOW team members.
• Manage and negotiate customer facing SOW redlines.
• Think critically and creatively while remaining flexible and within the bounds of established Five9 process.
• Establish and maintain competency related to Five9 products, including external third-party products.

Technical Responsibilities

• Delivery of SOWs for requests requiring advanced technical proficiency in Five9 products and services including but not limited to the following:
• Advanced IVR development work for Enterprise Accounts
• Custom-developed PS Assets such as Secure Payment Capture
• Advanced Five9 CRM integration for a variety of third-party platforms (i.e. Salesforce, Netsuite, Zendesk, Zoho and other providers)
• Advanced (WFO) Custom Report development requests
• Advanced Five9 VCC Configuration

Requirements

• Must be a self-starter possessing excellent time management skills; Able to manage multiple activities simultaneously while requiring minimal oversight and/or direction.
• 5+ years of Contact Center experience, with a minimum of 2 years in VCC implementation, Professional Services, Technical Account Manager or Sales Engineering roles on the Five9 platform.
• Must have experience with Five9 proprietary systems for receiving, responding to and tracking requests for Professional Services.
• Experience with implementing TDM and/or VoIP Contact Center solutions (Genesys, Avaya, Cisco, Aspect, LiveOps, Contactual, InContact, Interactive Intelligence and/or CosmoCom).
• Strong knowledge 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 in SOAP, XML and with HTTP and Regular Expressions
• BA/BS or equivalent experience.

Skills

• Must possess a strong combination of project management and technical contact center skills along with excellent Customer communication skills.
• Strong knowledge of other skills as required