15 days old

Technical Lead - UK

Five9, Inc.
London, England EC2N 2AT

Technical Lead- UK


 


Five9 is a leading provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses with cloud contact center software that is reliable, secure, compliant and scalable, which is designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results.


 


To support our rapid Global growth, our Advance Technical Support team is looking for a Technical Lead to work with our EMEA customers. This is a remote position based in the UK. The Technical Lead is responsible for creating and fostering a knowledge sharing culture specifically within Customer Support as well as influencing other departments towards this culture.  This includes collaborating with various internal Five9 organizations to assist, deliver or facilitate learning opportunities through various channels.  The individual within this role is expected to mine data in order to spot opportunities to improve support process, troubleshooting techniques, problematic product areas and improve the overall Customer Support teams knowledge.


 


As a key contributor to the Customer Support Team, we are looking for individuals that understand the value of teamwork, have a positive can do attitude and are motivated to help us to make our customers successful and grow our business.


 


Location: United Kingdom, remote home office


 


Key Responsibilities:



  • Understand our Customers business challenges. Provide well-informed guidance regarding the application of the Five9 platform and other supporting technologies to help Customers succeed. 

  • Partner with Five9 Operations, Infrastructure, Development, Professional Services and Support teams to develop, implement and optimize complex solutions.

  • Perform Case Trending Analysis to find areas of opportunity within Support, Operations and Development to enhance Five9s product offerings.

  • Provide guidance to Product Management during the product development life cycle for Five9s   offerings.

  • Articulate the value of Five9s Support through presentations, demonstrations and open discussion with Customers and prospects.

  • Become the Five9 knowledge broker that effectively shares / distributes information.

  • Develop and deliver internal technical training.

  • Ownership of technical content within the Knowledge Base.

  • Participating in and or driving Root Cause efforts for complex product problems.

  • Facilitate the absorption of new products into Support as part of the Product Readiness process.

  • Continually seek opportunities to increase Customer satisfaction and deepen customer relationships by interacting effectively at all levels of the Customers organization.

  • Implement and troubleshoot Five9 Call Center software solutions in a wide array of configurations and Customer environments both remotely and on-site.



 


Requirements



  • Must be a self-starter possessing excellent time management skills, able to manage multiple activities simultaneously while requiring little or no oversight and/or direction, demonstrate solid leadership skills.

  • Must possess a strong combination of project management and technical call center skills along with excellent Customer communication skills.

  • Must be an effective communicator (verbal, written) and have a passion for engaging with Customers.

  • 7-10 years of Call Center consulting experience, with a minimum of 3-5 years in a Technical Support role, Implementation (Professional Services), Technical Account Manager or Sales Engineering position - Call Center industry experience is required.

  • Strong knowledge of CRM and Lead Management solutions (Salesforce, Siebel, NetSuite, RightNow, Leads360, etc.) is required.

  • Must be willing to travel 25% regionally with some national and international travel possible.

  • Contact Center technologies background (Genesys, Avaya, Cisco, Aspect, Contactual, InContact, Interactive Intelligence and/or CosmoCom) is required.

  • Must demonstrate strong ability to collaborate in team-oriented environment.

  • An understanding of the technology stacks common to the Web ecosystem.

  • Working knowledge of Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.)

  • Minimum of 1 industry related technical certification.




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.


 


#LI-ND1


Categories

Posted: 2021-04-29 Expires: 2021-05-29

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

Technical Lead - UK

Five9, Inc.
London, England EC2N 2AT

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast