Subject Matter Expert (Network and Telecoms) - Five9

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, 13^th month pay, Solo parent leave, Special leave for women)

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