Five9 provides businesses reliable, scalable, and secure cloud contact center software designed to create exceptional customer experiences, increase agent productivity, and deliver tangible business results.
We are driven by a passion to transform contact centers into customer engagement centers of excellence. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud.
We are actively seeking a NOC Analyst in San Ramon to join our Network Operations Center team for an exciting opportunity play a key role in maintaining our cloud contact center services and application delivery. You will serve as the “eyes and ears” 24/7/365, providing technical guidance & leadership. This position will be located in San Ramon, CA.
Key Responsibilities:
- Perform daily, weekly monthly and quarterly maintenance procedures and defined in the Operational Guidelines
- Monitor and Identify events proactively resolving issues
- Follow standard operating procedures performing day-to-day maintenance on Five9 Network, Telecom and Cloud systems
- Test and turn up of SIP and ISDN trunk groups
- Report all service impacting issues within 5 minutes of detection
- Respond & Resolve Customer escalations within the SLA window
- Monitor Carrier & Partner metrics to assure adherence to existing SLA’s
- Open and track to resolution vendor, carrier and internal tickets
- Internal & External Incident Notifications
- Provide “Root Cause Analysis” for all incidents
- Monitor Network Security and report and document any breaches
- Adhere to Five9 policies for reporting and managing change requests control
Requirements:
- 2+ years recent relevant experience providing technical support, performing maintenance, monitoring and configuration work, in a 7x24x365 technical operation environment
- Strong technical knowledge in at least one of the following categories:
- Telephony configuration and troubleshooting
- Networking configuration and troubleshooting
- Systems administration and troubleshooting
- Database Use and Administration
- Experience with CRM ticketing systems and coordinating workflow with other departments
- Must be willing to work shifts and participate in on-call rotation (days, nights, weekends)
- Understanding of voice or data networks and protocols
- Ability to communicate clearly with the Global NOC’s internal & external customers
- Familiarity with telecom & network carriers their portals and ticketing procedures
- Experience working with network & telecom vendor equipment
- Associates degree from a college or trade school in computer science, engineering or related technical discipline or equivalent relevant work/military experience
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As part of our commitment to diversity, equity, and inclusion, Five9 supports pay transparency during the entire recruitment process. Actual compensation packages are based on several factors that are unique to each candidate including, but not limited to: skill set, depth of experience, certifications, and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States. Your recruiter can share more about the specific compensation package during your hiring process.
Additionally, the total compensation package for this position may also include an annual performance bonus, stock, and/or other applicable incentive compensation plans.
Our total reward package also includes:
- Health, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost. We also offer Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching.
- Generous employee stock purchase plan.
- Paid Time Off, Company paid holidays and 12 weeks paid parental leave.
All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties.
The US base salary range for this role is below.
$59,900—$105,800 USD
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 https://www.five9.com/pt-pt/legal.
California residents, view our Privacy Notice here: https://www.five9.com/legal/candidatenoticeca.
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Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.
