Responsibilities:
• Independently design and develop data, software, or technology solutions to answer scientific or business questions. Demonstrate proficiency across a range of technologies related to programming languages, data integration, data warehousing, and data visualization and analysis.
• Implement and troubleshoot the Five9 call center software solutions in a wide array of configurations and environments both remotely and onsite.
• Manage day-to-day operational and tactical aspects of multiple Implementation projects.
• Effectively communicate plans, progress, and status to both internal and business users
• Be able to articulate Design, Implementation Services through presentations, demonstrations, and open discussion with business users.
• Continually seek opportunities to increase customer satisfaction and deepen relationships by interacting effectively at all levels of the client organization.
• Develop materials in-line with business requirements and or services opportunity requirements.
• Provide second level Five9 app support.

Qualifications:
• Experience of Contact Center systems such as Contact Routing and CTI, Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Call Recording, Workforce Management and Quality Assurance for multi-channel contact management of voice, email, chat, SMS messaging, etc. to provide guidance, thought leadership and operational support as a highly skilled Contact Center advisor.
• Experience deploying contact center cloud applications, Disaster Recovery & BCP support.
• Prior experience with call-center reporting.
• Pharmacy, healthcare, or insurance provider experience
• Ability to transfer system knowledge and train others.
• Experience developing and generating contact center reports to maximize efficiency.
• Experience with continuous improvement preferred.
• Understand the broad objectives of the project as well as his/her role in achieving those objectives and modify approach when required. Escalates open issues to ensure execution success and keeps stakeholders informed through effective verbal and written communication.
• Learn, understand, and master new methods and technologies, and act as a resource or mentor for others.
• Produces and maintains required technical documentation associated with work product.
• Understand and adhere to corporate standards regarding applicable Corporate and Divisional Policies, including code of conduct, safety, GxP compliance, data security, and the software development lifecycle.
• Experience with Five9 application integration with other software such CRM and pharmacy fulfillment systems.
• IP Telephony (basic networking knowledge assumed).
• Bachelor’s degree and 5 years’ experience in Contact/Call Center Software.