Senior Solutions Engineer - Hypercare

Five9 Philippines Inc.; Manila; On-site; PHP 600,000 - 1,200,000; Full time

Benefits offered by this job

Company stocks

Annual merit increase

Night shift differential

Paid Leave with Cash Conversion

HMO with dependents

Retirement Plan

Life Insurance

Internet & meal allowance while remote

Employee Assistance Program

SSS/PhilHealth/PagIBIG benefits

13th month pay

Job summary

Five9 Philippines Inc. seeks a Solutions Engineer for the Hypercare team to serve as the primary contact for assigned customers and provide advanced technical support. You will manage high-impact cases, coordinate with TSEs, and ensure timely status updates and root-cause resolution.

You will cultivate relationships with customer stakeholders and internal Five9 teams. You will lead proactive communications, analyze data trends, and document requirements to validate operations.

Qualifications

• At least 5 years of professional experience, with a minimum of 3 years in software support position.
• BA/BS or equivalent experience.
• Knowledge of PBX, ACD, CTI, VoIP and IVR applications.
• Knowledge of Networking theories and protocols such as TCP/IP and the OSI Model.
• Working knowledge of Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.)
• Experience in technical writing, documentation, and business presentations
• Self-starter possessing excellent time management skills with the ability to manage multiple cases and troubleshooting activities simultaneously.
• Knowledge of contact center operations.
• Excellent verbal and written communication skills.
• May need to work flexible hours to meet customer needs and escalations. Generally, will work at designated shifts aligned with the customer.
• Willingness to travel.

Responsibilities

• Operates as the lead point of contact for all matters specific to Hypercare customers.
• Builds and maintains strong, long-lasting customer relationship.
• Ensures the timely and successful delivery of solutions.
• Clearly communicates the progress of weekly and monthly initiatives to both internal and external stakeholders.
• Prepares cases analyses, employing data trends to analyze behavior patterns, preempting potential impacts.
• Assists with high severity requests or issue escalations as needed.
• Solutions Engineers are expected to proactively reach out to Customers in the event of Service Interruptions and degradations.
• Identify the customer's managed service's needs, gather requirements, establish success criteria, document, and validate desired operations.
• Conduct checkpoints with key Hypercare stakeholders.
• Assess and fine tune service deliverables to ensure operational excellence.

Skills

PBX/ACD/CTI

VoIP/IVR

Networking TCP/IP

MS Office

Technical writing

Time management

Contact center ops

Communication skills

Travel willingness

Education

BA/BS or equivalent

Tools

MS Office Suite

Visio

Job description

Five9 Philippines Inc. seeks a Solutions Engineer for the Hypercare team to serve as the primary contact for assigned customers and provide advanced technical support. You will manage high-impact cases, coordinate with TSEs, and ensure timely status updates and root-cause resolution.

You will cultivate relationships with customer stakeholders and internal Five9 teams. You will lead proactive communications, analyze data trends, and document requirements to validate operations.