Five9

Manager, Global Technical Service

Five9

full-time

Posted on:

Location Type: Hybrid

Location: San Ramon • 🇺🇸 United States

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Salary

💰 $81,900 - $228,200 per year

Job Level

SeniorLead

Tech Stack

CloudOracleVoIP

About the role

  • Hone and expand the technical abilities of your team and peers on a continuous basis.
  • Manage and oversee skills-development of a team of Platform Engineers. Activities vary from highly technical hands-on work to tactical day-to-day Management oversight.
  • Delivery Focus: Working with your peers in PS and PS Delivery, achieve quarterly/annual revenue and quality targets. Attend all Delivery-centric calls, addressing assignment requests and project escalation activities.
  • Perform timesheet and project health reviews, including project trending, project technical oversight, identifying opportunities for delivery improvement.
  • Achieve and maintain expertise over Five9 product, associated applications and partner (ISV) integrations.
  • Articulate the value of Five9’s Professional Services through demonstrations and open discussion with customers and prospects.
  • Actively participate in hiring and recruiting of Platform Engineers and other related roles as required.
  • Communicate professionally and effectively with internal and external stakeholders.
  • Maintain technical prowess by spending 10 to 20% of your time assisting customer implementations.
  • Participate in PS Product Readiness activities, to include the creation of internal technical training materials.
  • Serve as an advocate for our customers and internal technical resources, to prioritize product enhancements and defect remediation.

Requirements

  • 10+ years of Professional Services experience.
  • 5+ years line Management experience directly leading technical teams.
  • Minimum 5-8 years Consulting experience in a Cloud Computing or Telephony environment.
  • Prior experience managing budgets, staff, and external consultants.
  • Proven track record of Management and Leadership skills required to drive operational efficiency throughout a global Professional Services organization.
  • Experience with implementing TDM and/or VoIP Call Center solutions (Five9, Genesys, Avaya, Cisco, Aspect, LiveOps, Contractual, InContact, Interactive Intelligence and/or CosmoCom) is required.
  • Strong knowledge of CRM and Lead Management solutions (Salesforce, NetSuite, Oracle, Dynamics and Velocify) is preferred.
  • Must be willing to travel up to 50% regionally with some national and international travel possible (valid passport required).
  • Self-starter possessing excellent time management skills; Able to manage multiple activities simultaneously while requiring little or no oversight and/or direction.
  • Excellent verbal and written skills required.
  • Technical certifications are a plus.
  • B.S. or B.A. required. MBA a plus.
Benefits
  • Health, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost. We also offer Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching.
  • Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
  • Generous employee stock purchase plan.
  • Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Cloud ComputingTelephonyTDM Call Center solutionsVoIP Call Center solutionsFive9GenesysAvayaCiscoSalesforceCRM
Soft skills
ManagementLeadershipTime managementCommunicationTeam developmentOperational efficiencyCustomer advocacyRecruitingProblem-solvingSelf-starter
Certifications
Technical certificationsB.S.B.A.MBA