Platform Engineer
At a glance
Mid-level Platform & Infrastructure role at Five9. Manila.
Pay not stated Platform Engineer salary
devopsroles summary, based on the employer's posting.
What you'll do
- Gather implementation needs, configure systems, train customers, test solutions and guide production launches
- Serve as the project engineer or solution architect, depending on the implementation assigned by Professional Services management
- Run several internal and customer projects at once, including partner integrations, digital channels, complex IVR setups and API data queries
- Set clear expectations with customers, connect their business needs to the solution and manage escalated implementations
- Build advanced integrations using API requests, scripts and HTML formatting, and document work and follow up with customers
What you bring
- At least three years delivering and configuring implementations in professional services
- Experience implementing cloud computing or telephony solutions, with strong grounding in SaaS, VoIP, IVR and contact center practices
- Strong spoken and written English for working with customers and colleagues
- Knowledge of CRM and lead management platforms such as Salesforce, Velocify or another listed solution is preferred
Who this fits
This mid-level role suits someone who can manage technical implementation work across multiple projects with little oversight and advise customers on contact center practices. You’ll work in Manila and must be willing to keep a permanent night shift schedule.
From the employer
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.
Platform Engineer
Reporting to the Supervisor of the Professional Services team, you will perform project tasks such as system configuration, training, documentation, and customer follow-up. You will handle several projects simultaneously, providing expert recommendations for Contact Center Solutions in a Technical and consultative role.
Key Responsibilities:
- Takes the lead in requirements gathering, configuration, product training, solution testing, and production rollout. Act as a Project Engineer (PE) or as a Solution Architect (SA) when working on accounts. Whichever role type will be needed and applied to a project’s implementation will be assessed and decided upon by PS management.
- Build customer trust by setting expectations and ensuring their business needs align with the Five9 solution.
- Exchanges standard/basic information with colleagues and immediate supervisor, project leaders, and other professionals in the team and group.
- Technical resource for multiple internal and customer-facing projects simultaneously while needing little or no oversight and/or direction. This includes standard and advanced projects but is not limited to:
- Integrations with Five9 partners (Salesforce, NetSuite, Velocity, etc.)
- Digital Channel (Chat/Email/SMS)
- Complex IVR configuration
- APIs and Data dips (queries)
- Learn and get trained to implement Five9 Integrations. Considerations include (but are not limited to) the following:
- Integrations that require more than just screen-pops
- Configuration including API post/get method to 3rd party CRM, advance scripts, HTML formatting, etc.
- Handle escalated implementations requiring technical expertise and/or customer management needs.
Key Requirements:
- Minimum of 3 years of experience in Professional Services Implementation and configuration experience in a Cloud computing or telephony environment
- Has good verbal and written communication skills (English)
- Has strong knowledge of hosted solutions (SaaS), VoIP, IVR, and Call Center skills/practices.
- Has strong knowledge of CRM and Lead Management solutions (Salesforce, Velocify, NetSuite, Zendesk) is preferred.
- Knowledgeable of Digital Engagement channels (Email, Chat, SMS)
- Preferably graduate of IT or related technical course.
Key Skills:
- Knowledge of Five9 and VCC-specific offerings and Call Center best practices.
- Demonstrates Advance Technical Skills.
- Able to provide customers with best practices and recommendations for managing their call centers in a consultative manner.
- Able to learn Five9 and PS values and actively apply them to projects.
- Able to act as a Platform Configuration Engineer (PCE) or a Solution Architect (SA) when working on accounts. Whichever role type will be needed and applied to a project’s implementation will be assessed and decided upon by PS management.
- Must be a strategic thinker; able to understand the ‘Big picture”; able to think quickly and adeptly while solving complex problems.
- Willing to work in a permanent night shift schedule.
Company Benefits
- Company stocks
- Annual merit increase based on performance
- 15% night shift differential pay
- Paid Leave with Cash Conversion
- HMO with free dependents
- Retirement Plan
- Life Insurance
- While on work from home setup: Internet and meal allowance are provided
- Employee Assistance Program for mental and social well-being
- Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)
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.
Five9 is committed to providing reasonable accommodations for qualified individuals with disabilities throughout the application and interview process. If you need assistance or an accommodation due to a disability, please contact us at accommodations@five9.com to request an accommodation. Requests will be handled confidentially and in accordance with applicable law.
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.
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