Subject Matter Expert (Network and Telecoms)

Five9 provides businesses reliable, scalable, and secure cloud contact center software designed to create exceptional customer experiences, increase agent productivity, and deliver tangible business results.

We are driven by a passion to transform contact centers into customer engagement centers of excellence. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud.

Five9 Subject Matter Expert (Network and Telecoms)

Principal Duties and Essential Responsibilities:

• Implement, troubleshoot and support the 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)
• Diagnoses 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 in an attempt 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.
• Troubleshooting lead for highly escalated customers
• Review of common technical challenges encountered by Support so we can formulate training curriculums

Minimum Requirements:

• 3 + years of related experience in Network and Telecoms
• Deep Knowledge of PBX, ACD, CTI, VoIP and IVR applications.
• Working knowledge of Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.)
• Proficient in Windows Operating Systems
• Background on local area networks (LANs), wide area networks (WANs), the Internet, intranets, and other data communications systems.
• Background in Configuring and installing various network devices and services (e.g., routers, switches, firewalls, load balancers, VPN, MPLS, QoS, RIP)
• Deep understanding of networking protocols (e.g., SIP, FTP/SFTP, IPSEC, HSRP, BGP, OSPF, 802.11, EIGRP, WebRTC)
• Troubleshooting experience on all voice services for all LAN and WAN hardware modules and configure appropriate communication media modules.
• Hands-on experience with monitoring, network diagnostic and network analytics tools
• CCNA or CCNP or equivalent training
• Self-starter possessing excellent time management skills with the ability to manage multiple cases and troubleshooting activities simultaneously.
• Willingness to work varied hours based on business needs.
• Experience working across cultures.
• Knowledge of contact center operations.
• Experience in technical writing and documentation
• Knowledge of Network troubleshooting skills using various applications such as Wireshark.

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)

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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 https://www.five9.com/pt-pt/legal. 

California residents, view our Privacy Notice here: https://www.five9.com/legal/candidatenoticeca. 

Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia. 

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