Solution Engineer - Hypercare Team

Solution Engineer - Hypercare Team

Overview of Job Function:

At Five9, the Solutions Engineer (SE) is a senior member of the Hypercare team. As a Solutions Engineer, you will be the point of contact for assigned Hypercare customers and will provide them with advanced-level technical support. You manage high-impact technical cases, ensuring that all break/fix issues are resolved in accordance with customer’s service agreements. Collaborates with Technical Support Engineers (TSEs), who are often in charge of many of Hypercare customers' technical support cases, to guarantee timely status updates, customer communication, duplication, and root cause resolution. You cultivate relationships with key customer stakeholders and internal Five9 teams to facilitate effective communication.

Principal Duties and Essential Responsibilities:

• Operates as the lead point of contact for all matters specific to Hypercare customers.
• Builds and maintains strong, long-lasting customer relationship.
• Ensures the timely and successful delivery of solutions.
• Clearly communicates the progress of weekly and monthly initiatives to both internal and external stakeholders.
• Prepares cases analyses, employing data trends to analyze behavior patterns, preempting potential impacts.
• Assists with high severity requests or issue escalations as needed.
• Solutions Engineers are expected to proactively reach out to Customers in the event of Service Interruptions and degradations.
• Identify the customer's managed service's needs, gather requirements, establish success criteria, document, and validate desired operations.
• Conduct checkpoints with key Hypercare stakeholders.
• Assess and fine tune service deliverables to ensure operational excellence.

Requirements: 

• At least 5 years of professional experience, with a minimum of 3 years in software support position.
• BA/BS or equivalent experience.
• Knowledge of PBX, ACD, CTI, VoIP and IVR applications.
• Knowledge of Networking theories and protocols such as TCP/IP and the OSI Model.
• Working knowledge of Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.)
• Experience in technical writing, documentation, and business presentations
• Self-starter possessing excellent time management skills with the ability to manage multiple cases and troubleshooting activities simultaneously.
• Knowledge of contact center operations.
• Excellent verbal and written communication skills.
• May need to work flexible hours to meet customer needs and escalations. Generally, will work at designated shifts aligned with the customer.
• Willingness to travel.

Preferred Requirements:

• At least 1-year experience in handling Enterprise customer-relations
• Experience in supporting and implementation of AI and automation systems
• Project management skill

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)