Platform Engineer

Five9 Philippines Inc.; Manila; On-site; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Company stocks

Annual merit increase

15% night shift differential pay

Paid Leave with Cash Conversion

HMO with free dependents

Retirement Plan

Life Insurance

Internet and meal allowance for WFH

Employee Assistance Program

SSS/PhilHealth/PagIBIG

Job summary

Five9 Philippines Inc. seeks a Platform Engineer to lead configuration, training, documentation, and customer follow-up across multiple projects. You will work in a technical, consultative role on Five9 Center solutions, including integrations with Salesforce, NetSuite, and other platforms.

The role requires significant collaboration with PS management and project leaders, with responsibilities spanning requirements gathering, testing, and production rollout. Night shift availability is required.

Qualifications

• 3–5 years of experience in Professional Services implementation and configuration in a cloud/telephony environment.
• Strong verbal and written communication skills in English.

Responsibilities

• Lead requirements gathering, configuration, product training, solution testing, and production rollout.
• Act as Project Engineer or Solution Architect per account needs as decided by PS management.
• Build customer trust by aligning Five9 solutions with business needs.
• Provide technical expertise across multiple projects with minimal supervision.

Skills

Five9 knowledge

VCC knowledge

Consultative mindset

Project engineering

Education

IT-related degree

Tools

Salesforce

NetSuite

Velocify

Zendesk

Job description

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 to 5 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, 13thmonth pay, Solo parent leave, Special leave for women)