Custom Reports Analyst @ Five9

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

To complement our rapid growth, we are actively looking for a talented and experienced Custom Reports Analyst for the Professional Services Custom Reporting and Analytics team. In this role, you will be responsible for consultative performance in all areas related to solution development and implementation in the Five9 offered data customization and reports to clients.

The ideal candidate will:

Be the client facing contact to gather and refine requirements, design, and document requirements to be used by the Report Engineer to develop custom reports’ scripts.
Lead key projects providing guidance and best practices of report design and solution.
Be an effective communicator (verbal and written)

Key Responsibilities

Constantly interact with Five9 Clients, Customer Support and Professional Services departments in order to set specifications, formulate and analyze reporting requirements and troubleshoot.
Be conduit between Five9 clients and Custom Reports Engineers to interpret clients reporting, data analysis requirements and translate to Five9 database/reporting structure.
Act as SME for custom reports and internal tools products and offerings and manage service delivery.
Understand client requirements and design; work with key stakeholders to help formulate templates, SOW’s/contracts, technical designs and Implementation Project Plans that meet the needs of the business.
Proactively recognizing and communicating challenges, managing expectations and escalations with effective and relevant communications, managing project changes and providing contingency plans that enable customer success.

Key Requirements

3+ years in reporting analysis
Strong knowledge of SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices
Ability to communicate efficiently.
Must be able to manage multiple activities simultaneously and on your own while requiring little or no oversight.
BA/BS or equivalent experience.
Previous experience in ETL development and data integration to varying systems a plus.
Avaya CSM experience a plus
Existing Five9 reporting knowledge a plus.

Travel

Some travel could be required – approx. 20% - 35%

This role is fully remote for candidates who reside at least 50 miles away from our San Francisco or San Ramon office locations. For candidates who reside within 50 miles of our San Francisco or San Ramon locations, this role will be Hybrid.

#LI-FI

#LI-remote

As part of our continued 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.
Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
Generous employee stock purchase plan.
Paid Time Off, Company paid holidays, paid volunteer hours 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.

$90,900—$130,000 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.

Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.

View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.

Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.

Custom Reports Analyst

Five9

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