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Complete Development (CoDev)

Five9 Implementation Specialist

Complete Development (CoDev)

With business certificates
Established in 2010 | 51-200 employees
7F The Link Bldg. Cebu IT Park, Lahug, Cebu City, Cebu
Total vacancies for this job title : 1
Posted on : July 01, 2020
Job ID : 361557

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Details

FIVE9 IMPLEMENTATION SPECIALIST
 
SUMMARY
 
The Five9 Implementation Specialist is responsible for implementation of customers onto EPIC partner cloud call center platforms, primarily acting as the lead implementation resource on Five9 implementations, while working closely with the EPIC VP – Professional Services to determine customer call center process and technical requirements and configure the Five9 cloud platform on behalf of the customer and Five9.  
 
This position will configure agents, skills, hours of operations, reporting, call flows, routing, integration and other services on the Five9 platform.  Serves in a lead implementation role, assisting and mentoring other implementation personnel as needed.
 
Technical Responsibilities
  • Providing solution design and development for new client implementations on Five9, and coordination of changes to existing applications.     
  • Building technical configuration and, in some cases, programming as required to implement new clients on Five9 cloud contact center platforms. 
  • Creating ACD and IVR routing rules, menus, users, agent skills, supervisors, hours of operations, teams, points of contact, dialing lists and rules, queue and other messaging, call recording services, email, chat, and other components of a customer call center platform build.   
  •  Determining third party or client systems (client CRM, databases, service platforms) integration requirements and building integration services (API, URL calls, etc.) to the platforms as part of the call center platform development efforts.
  • Manage day-to-day technical aspects of multiple implementation projects.
  •   Provide customized training to ensure customers have a thorough understanding of these solutions.
  • Trouble-shooting problems during the configuration or go-live stages of client implementations.
  •  Implementation of Five9 advanced services (i.e. Outbound dialer, Salesforce or other CRM integration, etc.)
  • Coordination of connectivity, number management services, and other functions necessary to onboard customers.
  •  Provision of “expert services” assisting more junior implementation resources with complex services including integration to third party systems, custom scripting, and other services as needed.  
  • Serves as mentor to implementation resources.
  • Maintaining expertise with industry leading contact center technologies.
Project Responsibilities
  • Providing business analysis, user needs analysis and business systems design for Five9 contact center projects.
  • Serving in a project manager capacity for end-to-end system life cycle development of small to mid-scale projects (larger projects typically have a dedicated Project Manager).
  • Consulting with clients on system capabilities, implementation best practices, system training, vendor support services and processes, and other needs related to the initial platform build and post-implementation vendor support.
  • Effectively communicate plans, progress and status to both internal and Customer stakeholders.
  • Continually seek opportunities to increase Customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization.
  •  Creating required documentation for implemented services.
Business Responsibilities
  • Presenting a professional image in conduct, attitude and attire.
  • Contributing to business users needs analysis and business systems design.
  • Maintaining the EPIC reputation with its key partners and customers.
Competencies
  • Strong background with Five9 implementations preferred, including CRM integrations with external platforms
  •  Cloud contact center vendor technical configuration experience (Five9, inContact, etc.) 
  •  BS/BA in technical (e.g., CS/IS/EE/MIS) or business (e.g., Management / Marketing / Operational) field or equivalent work experience required.
  •  Equal years of professional experience beyond education requirements as noted above.
  • Implementation and Solutions: broad skills in both technology and analysis.
  • Business Optimization: process review and business analysis skills.
  • Personal profile: analytical, inquisitive, service and team-oriented, friendly demeanor adopter.   
  • 5+ years of consulting experience in a cloud computing or telephony environment or 3-5 years experience in call center operations or technology, or process management.
 Additional Competencies (Preferred)
  • Able to effectively utilize a full MS Office suite.
  •  Effective oral and written communication skills with the ability to interact with all levels of employees.
  • Ability to solve multiple, complex issues and work multiple projects simultaneously.
  • Effective communication skills and experience with conducting presentations to customers.
Bonus Experience
  • Contact center operational experience.
  • Contact Center network, ACD/IVR, dialer, workforce management, software or other solution operations or technical experience.
  • Strong knowledge of SaaS, networking, internet concepts, web development, CRM, WFM, PBX, dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices – Experience with NICE Monitoring and IEX WFM are a plus.
Perks & Benefits
 
A great talent deserves even greater compensation. CoDev provides several benefits that you can enjoy as soon as you join our growing team. We take pride in delighting you with what you deserve.
  • Anticipate a regularization increase on your 6th month.
  • One Time Client Placement Bonus of Php 15,000.
  • Client Retention Incentives amounting to Php 30,000.
  • Annual salary increase based on your performance.
  • Tax-Free allowances incorporated in your pay.
  • Employee health is our top priority, so everyone gets a Medical and Life Insurance package on your 3rd month with us plus 2 dependents.
  • We offer salary loans with 0% interest, payable in 2 months.
  • Provide an opportunity for self-improvements like access to online training sites such as Udemy, Pluralsight, and other resources. Plus, training reimbursement to the online course or program you choose!
  • Leave credits you can enjoy for vacation and travels with family because we believe that work-life balance matters!
  • Company events and parties such as our huge Anniversary and Christmas Parties, and of course seasonal events such as Valentines, Halloween and so many more.
  • Team outing and lunches every now and then to promote camaraderie in the team.
  • Sports tournaments such as basketball, badminton, foosball, etc. are held yearly so you can showcase your sporty side!
  • Access to social media sites like Facebook, Youtube, Instagram and etc. on a given time.
  • Express yourself by showcasing your sense of style at the office. Also, wear your most comfortable and lazy ootd every last shift of the week.
For more information about our company, visit our website: http://careers.codev.com


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