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.

• 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

• 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

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.