about 2 months ago
Remote, IndiaMid Level / Senior
H1B Sponsor
Responsibilities
- Act as the customers trusted advisor by providing a consultative approach in deploying Five9 software through the project lifecycle.
- Design solutions, create technical documents, and configure the Five9 platform based on each customer’s unique requirements.
- Troubleshoot software solutions in a wide array of configurations and customer environments.
- Provide customized training to ensure customers have a thorough understanding of their solution.
- Articulate the value of Five9 Professional Services through demonstrations and open discussion with customers and prospects.
- Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization.
- Effectively communicate with internal and external stakeholders.
- Work on a permanent night shift schedule in an eastern US time zone.
Requirements
- Minimum of 3 to 5 years of experience in Professional Services, implementation and configuration experience in a cloud computing or telephony environment.
- Strong experience with Software as a Service (SaaS) model.
- Experience with implementing SaaS Contact Center solutions (NiCE, Genesys, Talkdesk) is required - experience deploying and/or managing Five9 software is preferred.
- Extensive knowledge of Customer Relationship Management systems (CRM) and Lead Management solutions (Salesforce, MS Dynamics, NetSuite, Zendesk and ServiceNow).
- Knowledge and experience creating outbound dialing strategies that include integrations with CRMs and the use of API’s and/or webservices.
- Strong experience with Automatic Call Distribution (ACD) and Interactive Voice Response (IVR) scripting and development.
- Integrations requiring code development such as JavaScript, XML, and HTML.
- Ability to decipher business requirements from multiple verticals and filter the information in an easily understandable format to provide an optimal configuration recommendation for individual customers.