Workforce Engagement Management (WEM) Platform Engineer

Five9; Metro Manila; Hybrid; PHP 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Company stocks

Annual merit increase

Night shift differential 15%

Paid Leave with Cash Conversion

HMO with free dependents

Retirement Plan

Life Insurance

Internet and meal allowance while WFH

Employee Assistance Program

SSS/PhilHealth/PagIBIG/13th month pay

Job summary

Five9 in Metro Manila is seeking a highly technical WEM Platform Engineer / Systems Analyst to join our global operations team. You will drive technical readiness, configure platforms, and QA testing to ensure smooth deployments and migrations.

You will coordinate with internal teams and vendors, implement adapters (Twilio, Workday), map historical data, maintain data quality, and lead UAT/QA processes. The role is hybrid with two office days, offering opportunities to grow within a leader in

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or a related field.
• Minimum of 3 years hands-on experience as a Systems Analyst, Technical Support Engineer, or Test Analyst in a CCaaS/UCaaS environment.
• WEM expertise: proven track record with WEM migrations and Verint Cloud Services (VCS).
• Strong technical proficiency with API integrations (Twilio, Workday) and data mapping.
• Solid background in structured software testing, test case development, and UAT execution.
• Ability to troubleshoot incidents, coordinate with vendors, and contribute to root-cause analyses.

Responsibilities

• Migration readiness: drive technical readiness and data mapping for WEM migrations with vendors.
• Release coordination: manage WEM releases with internal teams and vendors.
• Feature enablement & lab testing: configure features in lab environments and validate before UAT/GA.
• Adapter configuration & data import: configure adapters (Twilio, Workday) and manage data imports.
• Data integrity & automation: maintain data quality with automated extracts and audit reports.
• UAT & defect management: design and execute UAT and QA to remediate defects before production.
• Cross-functional collaboration: represent WEM ops in vendor syncs and knowledge sharing.
• Knowledge leadership: publish runbooks and SOPs for adapters and resolutions.

Skills

WEM migrations

Coordination

Technical liaison

QA & Testing

Vendor coordination

Education

Bachelor’s degree in Computer Science / Information Systems

Tools

Verint Cloud Services (VCS)

Twilio

Workday

APIs integration

Database concepts

Job description

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

Join the leader in cloud contact center solutions and help shape the future of Workforce Engagement!

Five9 is seeking a highly technical, detail-oriented, and proactive WEM Platform Engineer / Systems Analyst to join our high-performing global operations team. In this role, you will be responsible for driving the technical readiness, configuration, and quality assurance testing of our WEM platforms. Operating as a key technical liaison, you will coordinate closely with internal Five9 teams and external vendors to facilitate seamless software deployments, migrations, and integration configurations. To excel in this role, you must possess strong technical acumen, exceptional coordination skills, and the ability to clearly articulate complex technical concepts to both technical and non-technical stakeholders.

What You’ll Do

Implementation, Deployment & Migration Coordination

• Migration Readiness: Drive technical readiness, historical data mapping, and coordination for WEM migrations from legacy systems, partnering with implementation specialists and vendors for final execution


• Release Coordination: Coordinate WEM release readiness and partner with internal Five9 release engineering teams and vendors to facilitate deployments, ensuring minimal operational disruption


• Feature Enablement & Lab Testing: Own and configure advanced platform features in dedicated lab environments to perform rigorous validation and testing prior to coordinating UAT/GA promotions

Integration & Configuration

• Adapter Configuration & Data Import: Configure custom adapters (including Twilio, Workday, and telephony APIs) and execute historical data imports within staging environments


• Data Integrity & Automation: Build and manage database mappings and establish automated daily extracts and audit reports to maintain high data quality

Support, Quality Assurance & Incident Management

• UAT & Defect Management: Design, write, and execute robust User Acceptance Testing (UAT) and QA protocols to identify, log, and remediate software defects prior to coordinating production releases

Collaboration, Requirements & Knowledge Leadership

• Cross-functional Collaboration: Represent the technical WEM operations team in weekly vendor syncs, pilot program touchpoints, and stakeholder reviews


• Knowledge Leadership: Conduct regular internal knowledge-sharing sessions to the broader operations team. Author, publish, and maintain technical runbooks and standard operating procedures for adapter configurations and system resolutions

Qualifications:

• Education: Bachelor’s degree in Computer Science, Information Systems, or a related technical field (or equivalent work experience)


• Experience: A minimum of 3 years hands-on experience as a Systems Analyst, Technical Support Engineer, or Test Analyst in a Contact Center environment (CCaaS/UCaaS)


• WEM Expertise: Proven track record supporting or coordinating WEM platform migrations. Deep technical knowledge of Verint Cloud Services (VCS), Desktop Messaging. Verint “Badging” preferred


• Technical Proficiency: Strong understanding of database structures, API integrations (e.g., Twilio, Workday), and data mapping protocols


• QA & Testing: Solid background in structured software testing, test case development, and UAT execution


• Incident Coordination: Demonstrated ability to troubleshoot complex technical incidents, coordinate with vendor support, and contribute to root‑cause analyses

Why Join Five9

• Industry leader in cloud contact center innovation, serving top global brands


• Remote‑first role with exposure to high‑profile enterprise customers


• Continuous learning with access to training, certifications, and cross‑platform expertise


• Collaborative, high‑performance culture where your expertise directly impacts customer success

Work Location

This role is hybrid and requires 2 days a week in office.

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, 13th month pay, Solo parent leave, Special leave for women)

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.

View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.

Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.