Optimization Consultant
Posted on 7/19/2023

1,001-5,000 employees

Cloud based call and contact center software
Company Overview
Five9's mission is to empower organizations to transform their contact centers into customer engagement centers of excellence. The company provides software for managing omnichannel customer interactions including voice, SMS, chat, email, social, video, and more.
Remote in USA
Experience Level
Desired Skills
Sales & Account Management
  • Minimum two (2) years of consulting experience in a Five9 customer-facing position
  • Strong knowledge of Five9 official partner CRM integrations: Salesforce, NetSuite, Oracle Service Cloud, Zendesk, ServiceNow and Microsoft Dynamics
  • Experience in building any IVR, for any supported use case with any module
  • Ability to listen to a customer's request, separate the problem from the requested solution, visualize the available options and communicate the available options efficiently and distinctly
  • Self-starter possessing excellent time management skills. Able to manage multiple activities simultaneously while requiring little or no oversight and/or direction
  • Excellent verbal and written skills
  • Bachelor's degree (or its foreign degree equivalent) in Computer Science, Engineering, or a related technical discipline, or equivalent experience
  • Ability to learn new skills quickly and digest new product features without documentation or asking others
  • Creativity in solution architecture and design
  • Handle pre-sales Statement of Work requests from creation to design document handoff. Includes ability to work with a client to gather true business requirements, determine the level of effort for a project and document a target solution
  • Work Optimization projects, e.g
  • Design and configure applications on the Five9 platform for each customer's unique requirements
  • Provide customers with configuration advice and problem resolution on Five9 product
  • Give customized training to ensure customers have a thorough understanding of these solutions
  • Consulting engagements
  • Effectively and succinctly communicate with internal and external stakeholders
  • Commit to a specific area of company product to become subject matter expert in, in order to mentor other customer-facing, technical positions. The only person who knows more than the PS SME is the Engineering resource who wrote the code
Desired Qualifications
  • Strong technical knowledge of SaaS, IaaS, PaaS, networking, CRM, dialer, ACD, CTI, VoIP, IVR, Web Services, and Call Center practices
  • A strong combination of technical call center expertise, client development, and configuration experience
  • An expert at developing and maintaining positive and productive relationships with clients
  • Passion for continuous improvement in building a knowledge base both technically and professionally
  • Technical certifications in a Five9 partner CRM