Technical Service Manager

Technical Service Manager


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.


The Technical Service Manager (TSM) plays a critical role in supporting Five9 clients by creating customized solutions designed to meet our clients’ requirements and ensure a high level of customer satisfaction. An ideal candidate for this position is someone who has worked as a senior professional in contact centers and has excelled in account management, project management and functional/technical consulting. Successful candidates will have a solid understanding of contact center operations including: · Call center operations, applications and technologies · Telephony and Networking · CRM applications and integrations


Key Responsibilities:


General Consultation

Provide excellent account management, project management and technical consulting to Five9’s clients who have enrolled in TSM & TAM Services.

Partner with clients to build and maintain a ‘Trusted Advisor’ relationship; understand their business needs, propose recommendations and solutions designed to optimize Five9’s platform and enhance operational effectiveness.

Articulate the value of Five9’s services, products and concepts through presentations, demonstrations and open discussion with clients.

Educate and train clients on administration and utilization of Five9 products to help them become self-sufficient.


Technical Consultation

Directly support and troubleshoot technical issues as needed.

Manage service interruptions which could impact client’s business operations; research root cause analysis and communicate next steps to clients and internal teams to help mitigate any risk.

Keep clients informed of any/all issues that could potentially impact Five9’s platform such as routine maintenance, patches, software product changes and releases.


Internal Operations

Partner with internal account teams and other business units to foster an environment of learning, execution, and continuous process improvement.

Provide customer support case oversight and status updates to both internal management and clients on a regular basis.

Adopt a proactive mindset to help anticipate client’s needs and mitigate service and operational issues.


Key Requirements:


3-5 years of related experience in a consulting or project management role,

3 years in a software support role.

Solid technical knowledge of networking theories and protocols such as TCP/IP, SIP, FTP/SFTP, OSI Model.

In depth knowledge of one or more call center solutions like: Five9, Genesis, Cisco, Nuance, TuVox, Avaya, Aspect, Nortel, Interactive Intelligence, Siebel Call Center or CosmoCom.

Experience in technical writing and documentation.

Experience in contact center objectives, methodologies, tools & operations, contact center reporting and KPIs.

Experience with/and working knowledge of PBX, ACD, CTI, VoIP, IVR, Dialers and Telephony applications.

Strong project management and client-facing skills - Working knowledge of Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.).

Willing to travel to client sites as required; able to work outside standard business hours.

Excellent verbal and written communication skills.

Team player, self-starter, able to manage multiple priorities and meet deadlines.

Bachelor’s degree in a technical field and/or comparable industry certifications and experience


Nice to Have:


Understanding of quality monitoring tools and workforce management software such as NICE/IEX, Authority Software etc.

Understanding of CRMs such as Salesforce, NetSuite, Leads 360 (Velocify), Oracle Service Cloud (RightNow), etc.

Understanding of WFM/WFO Solutions such as Verint, CSI, Calabrio, NICE, etc. - Knowledge of network troubleshooting tools such as Wireshark or Pathview.

Basic working knowledge API, HTML and Java scripting is a huge plus.