Technical Support Engineer WFO

Technical Support Engineer WFO

Five9 Inc.
3-6 years
Not Specified

Job Description

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.
Position: Technical Support Engineer WFO
Work Location:
Mandaluyong City
Work Status: Full Time
Work Schedule: Work within a 24x7x365 support environment
About Five9: Five9 is a leader in Cloud based Call Center solutions and one of the Bay Area's fastest growing companies. To complement our rapid growth, we are actively looking for a talented and experienced Senior Salesforce Administrator to join our Enterprise Application Development team. Our headquarters is located in San Ramon, CA, and we continue to expand globally. We offer a very competitive base salary, full benefits package, and stock options. Five9 is a high-energy environment with lots of room for personal and professional growth.
To complement our rapid growth, Five9 is looking for a Technical Support Engineer WFO to join our Customer Success team. The ideal candidate for this role will be responsible to implement, troubleshoot and support the WFO applications integrated with Five9 call center software solutions in a wide array of configurations and customer environment.
  • Implement, troubleshoot and support the WFO applications integrated with Five9 call center software solutions in a wide array of configurations and customer environment.
  • Accurately document technical issues, escalations, and customer interactions.
  • Updates Knowledge Articles (Internal/External)
  • Diagnose problems accurately and works to find appropriate solutions in a timely manner.
  • Partner with Customers to optimize the Five9 call center software solution.
  • Proactively do trend analysis to offer preventative solutions and eliminate recurring problems.
  • Will be cognizant of all known service outages and will maintain awareness of all maintenance / software product changes that could impact customers.
  • Will work cross functionally in a customer facing capacity, and coordinate with internal organizations with Five9.
  • Work within a 24x7x365 support environment.
  • Job requirements are subject to change based on management discretion

  • Experience managing delivery, implementation, support, and diagnosis of WFO (QM/QO, Analytics and Workforce Management solutions). Experience with Verint, Community WFM, NICE, Calabrio, Pipkins, eWFM, Monet, etc. is highly desired.
  • Deep Knowledge of SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices
  • 3 + years of related experience, with a minimum of 2 years in software support position.
  • BA/BS or equivalent experience.
  • Excellent verbal and written communication skills.
  • Excellent Time Management Skills
  • Self-starter possessing excellent time management skills with the ability to manage multiple cases and troubleshooting activities simultaneously.
  • Willingness to work varied hours and or travel based on business needs.
  • Experience working across cultures.
  • Knowledge of contact center operations
  • Understanding of Contact Center concepts and software like Performance Management, Workforce Management, Knowledge Management, Quality Monitoring, etc.
  • Must possess strong technical call center skills preferably in a technical support or customer service role
  • Strong background in Windows application support, including ASP.NET applications, web services, and SQL Server.
  • Programming Background
  • Functional knowledge in wide variety of WFO applications.
  • Knowledge of Erlang C.
  • Experience with SaaS model and applications a plus.
  • Project management skills.
  • Knowledge of Enterprise Reporting tools such as Business Objects.
  • Familiar with all common CS Operational (ITIL and KCS).

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.
Our headquarters are located in the beautiful in San Ramon, CA.

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