Project Manager - Telco Services

Project Manager - Telco Services 

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 Project Manager in our Professional Services Connectivity Implementation team to help us delight our customers and grow our business.  In this role, you will be responsible for project coordination and Post-Sales delivery related to solution implementation in the Five9 offered connectivity suite of products to Five9 clients. This is a key position in our Professional Services organization and will report to the Connectivity Services Manager.

This position will service Five9 customers based out of the United States, Europe and Asia and will require the individual to work business hours of 9AM to 5PM PST Monday-Friday with flexibility and coverage after PT business hours at times and as needed for customer delivery.

The ideal candidate will:

• Have significant experience in project managing implementations focused around the following technologies: VPN implementations, MPLS circuit delivery/deployment and SIP Trunk integrations via a variety of SBC proxies.
• Work with Five9 Technical Operations on the requirements in a number of cloud service products and various technologies
• Act as a subject matter expert for connectivity requirements around VPN and private MPLS circuit connections to the various Five9 data center locations
• Exceptional time management and prioritization skills as a Project Manager

Primary Responsibilities:

• Single point of contact for Five9 customer implementation as it relates to VPN’s, MPLS deployments and SIP Trunk Integrations.
• Assure that VPN and SIP Trunk engagements are delivered in accordance with the Five9 Implementation Methodology to ensure a successful execution and overall customer satisfaction.
• Furnish and collaborate with the customer on completing a Five9 provided workbook which captures VPN, MPLS and SIP configuration setting required for successful Five9 implementation.
• Properly engage/manage both internal and external resources (management, service vendors, technical/business leads, etc.) to assist with specific tasks associated with the successful completion of an assigned connectivity project.
• Mitigate project risk by proactively recognizing and communicating challenges, managing changes, and providing contingency plans that enable customer success.
• Document weekly status reports including project progress, key milestones, tasks, accomplished, etc.
• Effectively communicate plans, progress and status/updates to both internal staff, key customer stakeholders and leadership.
• Participate in weekly status call with the extended Connectivity project team
• Follow-up with customer and internal resources to ensure project dates can be met
• Able to lead and provide a Five9 presentation detailing the scope of a connectivity project during a scheduled customer Kick-Off call.
• Proactively recognizing and communicating challenges, managing expectations and escalations with effective and relevant communications, managing project changes and providing contingency plans that enable customer success.

Required Qualifications:

• Must possess a strong combination of project management, technical and excellent customer communication skills
• Has basic knowledge of routing, routing protocols, switching, internet and general network architecture.
• Must be a self-starter possessing excellent time management skills and be able manage multiple implementation simultaneously while requiring little or no oversight and/or direction.
• Advanced experience with project management tools like Microsoft Project
• 5+ years of experience in a Project or Program Management role in a Services or Support organization.
• 3+ years of experience in a customer delivery/fulfillment role and Project Management in a Vendor/Client relationship
• Willingness to travel up to 25% with some international travel.
• Excellent written and verbal skills.
• BA/BS or equivalent experience. 

Specialized Knowledge and Skills:

• Strong knowledge of SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices
• Experience with TDM and/or VoIP Call Center solutions (Genesys, Avaya, Cisco, Aspect, LiveOps, 8x8, InContact, Interactive Intelligence and/or CosmoCom) is preferred
• Delivery experience within a SaaS model is a plus
• Cisco Certifications like CCNA, CCNP is a plus
• VPN implementation experience with a variety of manufacturers
• Sonus SBC proxy experience is preferred
• Understanding and experience with carrier ordering process
• Must possess a strong combination of project management, strategic thinking and technical call center skills along with excellent customer communication skills
• Must be an expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients’ needs is imperative.

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)