Subject Matter Expert II


Principal Duties And Essential Responsibilities

  • Implement, troubleshoot and support the Five9 call center software solutions in a wide array of configurations and customer environment.
  • Accurately document technical issues, escalations and customer interactions.
  • Updates Knowledge Articles (Internal/External)
  • Diagnoses problems accurately and works to find appropriate solutions in a timely manner.
  • Partner with Customers to optimize the Five9 call center software solution.
  • Proactively do trend analysis in an attempt to offer preventative solutions and eliminate recurring problems.
  • Identify underlying causes of a problem, including problem identification and classification
  • Will be cognizant of all known service outages and will maintain awareness of all maintenance / software product changes that could impact customers.
  • Will work cross functionally in a customer facing capacity, and coordinate with internal organizations with Five9.
  • Work within a 24x7x365 support environment.
  • Play an essential role in highly escalated issues.
  • Act as countermeasure for customers asking for an Engineering team engagement.
  • Job requirements are subject to change based on management discretion.

Minimum Requirements

  • Deep Knowledge of ACD, CTI, VoIP and IVR applications.
  • Working knowledge of Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.)
  • Proficient in Windows Operating Systems (Windows 7, Windows 8, Windows 8.1 and Windows 10)
  • Background on local area networks (LANs), wide area networks (WANs), the Internet, intranets, and other data communications systems.
  • Background in Configuring and installing various network devices and services (e.g., routers, switches, firewalls, load balancers, VPN, MPLS, QoS, RIP)
  • Deep understanding of networking protocols (e.g., SIP, FTP/SFTP, IPSEC, HSRP, BGP, OSPF, 802.11, EIGRP, WebRTC)
  • Troubleshooting experience on all voice services for all LAN and WAN hardware modules and configure appropriate communication media modules.
  • Hands-on experience with monitoring, network diagnostic and network analytics tools
  • CCNA or CCNP or equivalent
  • Programming Background
  • Excellent verbal and written communication skills.
  • Excellent Time Management Skills
  • Self-starter possessing excellent time management skills with the ability to manage multiple cases and troubleshooting activities simultaneously.
  • Willingness to travel.
  • Willingness to work varied hours based on business needs.
  • Experience working across cultures.
  • Knowledge of contact center operations.
  • Experience in technical writing and documentation
  • Knowledge of Network troubleshooting skills using various applications such as Wireshark.
READ:   Contract Logistics - Business Development Manager

Preferred Requirements

  • Understanding of Contact Center concepts and software like Performance Management, Workforce Management, Knowledge Management, Quality Monitoring, etc.
  • Must possess strong technical call center skills preferably in a technical support or customer service role.
  • Functional knowledge in wide variety of CRM’s
  • Experience with SaaS model and applications a plus.
  • Project management skills.
  • Knowledge of Enterprise Reporting tools such as Business Objects.
  • Experience in Empirix.
  • Knows how to apply best optimization configuration for Five9 Services
  • Familiar with all common CS Operational processes.
  • Deep understanding of SIP is a must.

  • Antas ng seniority


  • Uri ng trabaho


  • Function sa trabaho

    Iba pa

  • Mga Industriya

    Information Technology and Services, Computer Software, Telecommunications


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