Technical Support Engineer

Five9; Bengaluru; On-site; INR 600,000 - 800,000; Full time

Job summary

Five9 is looking for a highly motivated Technical Support Engineer in Bengaluru, India. The role involves managing MACD (Moves, Adds, Changes, and Deletions) requests and providing production support for contact center environments.

The ideal candidate should have strong analytical skills, effective customer communication abilities, and hands-on experience with contact center technologies like Cisco, Amazon Connect, and Five9. A proactive approach and willingness to work in critical environments are essential.

Qualifications

• Strong understanding of contact center technologies and omnichannel communication platforms.
• Experience working with contact center solutions such as Cisco UCCE, Amazon Connect, and Five9.
• Hands-on experience in SQL is mandatory.

Responsibilities

• Manage MACD (Moves, Adds, Changes, and Deletions) requests through ticketing systems.
• Configure and implement changes in contact center environments.
• Act as a Product SME during customer discussions and deployment activities.

Skills

Contact center technologies

Analytical skills

Customer communication

SQL

REST APIs

Troubleshooting

Tools

Cisco UCCE

Amazon Connect

NICE InContact

Twilio

Avaya

Genesys

Five9

Job description

Role Overview

We are looking for a highly motivated Technical Support Engineer to manage day-to-day operational activities related to Moves, Adds, Changes, and Deletions (MACD) along with production support for enterprise contact center environments.

The role involves handling service requests, configuring contact center solutions, supporting production incidents, and ensuring timely resolution of issues while meeting defined SLAs. The ideal candidate should possess strong analytical skills, effective customer communication abilities, and hands-on experience with contact center technologies and integrations.

Key Responsibilities

• Process and manage MACD (Moves, Adds, Changes, and Deletions) requests through ticketing systems
• Configure and implement changes in contact center environments as per customer requirements
• Validate configurations and ensure successful completion of service requests
• Track request status and ensure adherence to SLAs
• Understand customer business requirements and translate them into scalable technical solutions
• Act as a Product SME (Subject Matter Expert) during customer discussions, deployment planning, and solution rollout activities
• Communicate deployment and configuration approaches effectively with both business stakeholders and technical teams
• Configure, integrate, validate, and deploy software components in customer production and non-production environments
• Work closely with cross-functional teams including Product Engineering, Cloud Operations, QA, and Support teams during deployment and configuration activities
• Perform solution validation, system integration testing, UAT support, and production readiness verification
• Create and execute test cases based on business scenarios and customer requirements
• Troubleshoot deployment, configuration, integration, and production issues in a structured and analytical manner
• Prepare deployment documents, runbooks, solution design documents, and operational handover documentation
• Support production migrations, upgrade activities, and post-production stabilization activities
• Provide customer training, knowledge transfer sessions, and solution design walkthroughs
• Participate in customer calls, status reviews, and technical discussions to ensure successful project delivery
• Monitor service request milestones and proactively identify risks, dependencies, and mitigation plans
• Ensure adherence to deployment and configuration standards, security practices, and operational best practices

Qualifications Skills

Contact Center Knowledge

• Strong understanding of contact center technologies and omnichannel communication platforms
• Experience working with contact center solutions such as any of these:
  • Cisco UCCE
  • Amazon Connect
  • NICE InContact
  • Twilio
  • Avaya
  • Genesys
  • Five9 or similar platforms

Understanding on Contact Center Components

• Dialers
• ACD
• IVR
• CTI
• Campaign Management
• Agent Desktop Integrations

Technical Skills

• Experience with outbound contact center products and campaign management workflows
• Strong troubleshooting, analytical, and problem-solving skills
• Ability to derive solution approaches and prepare technical solution design documents
• Hands-on experience in SQL is mandatory
• Familiarity with REST APIs, JSON, Postman, and API-based integrations
• Knowledge of log analysis, monitoring, and production issue troubleshooting
• Exposure to automation, scripting, or deployment tools is an added advantage

Communication Customer Handling

• Strong communication, customer handling, and stakeholder management skills
• Good listening, comprehension, and consultative engagement skills with customers
• Willingness to work in customer-facing environments and support critical deployment activities when required

Additional Experience

• Experience in cloud-based contact center deployments

What We Expect

• Ownership mindset with strong accountability toward customer success
• Ability to work during critical production activities
• Proactive communication and coordination across teams
• Strong focus on quality, stability, and operational excellence
• Continuous learning mindset with interest in new technologies and evolving contact center platforms

Shift: Night Shift Work Mode: Work from office