Qualifications & Skills 

• Understand omni channel communication technologies and their role in the contact center 

• 2+ years of experience as a product support engineer 

• Good listening and comprehension skills 

• Quick on your feet while consultatively working with the end customer to implement the solution 

• A natural ability to dig in and resolve technical issues in structured manner 

• Have a commitment to excellence in taking care of our customers and expect the same from others 

• Windows operating systems, MS SQL, IIS 

• Hands-on experience on log analysis and troubleshooting 

• Familiarity with IP Networking, SQL, REST APIs, and Linux 

• Experience working with one or more contact center software suites such as Cisco UCCE, Amazon Connect, NICE inContact, Twilio, Avaya, or Genesys 

• Previous experience with outbound contact center products is a plus. 

Key Skills 

• Contact Center Outbound 

• API 

• Linux 

• SQL 

• AWS  

Shift: Night Shift 
Work mode: Work from office 

About Five9

Five9 is a global leader in cloud software for the enterprise contact center market, powering billions of customer interactions annually. Since 2001, Five9 has been at the forefront of the cloud revolution, helping organizations deliver exceptional customer experiences, improve productivity, and achieve measurable business outcomes.

We are expanding our engineering and delivery teams in Bangalore and are seeking passionate professionals to help design, implement, and scale Five9’s next-generation cloud-native services.

Technical Support Engineer: 

Qualifications & Skills

· Understand omni-channel communication technologies and their role in the contact center

· 2+ years of experience as a product support engineer

· Good listening and comprehension skills

· Quick on your feet while consultatively working with the end customer to implement the solution

· A natural ability to dig in and resolve technical issues in structured manner

· Have a commitment to excellence in taking care of our customers and expect the same from others

· Windows operating systems, MS SQL, IIS

· Hands-on experience on log analysis and troubleshooting

· Familiarity with IP Networking, SQL, REST APIs, and Linux

· Experience working with one or more contact center software suites such as Cisco UCCE, Amazon Connect, NICE inContact, Twilio, Avaya, or Genesys

· Previous experience with outbound contact center products is a plus.

Key Skills

· Contact Center Outbound

· API

· Linux

· SQL

· AWS

Shift: Night Shift
Work mode: Work from office

Why Five9

At Five9, we believe that technology is only as powerful as the people behind it. You’ll be part of a team that values collaboration, innovation, and accountability, and you’ll have the opportunity to make a meaningful impact on how global enterprises engage with their customers.

Who we are:

Acqueon's conversational engagement software lets customer-centric brands orchestrate campaigns and proactively engage with consumers using voice, messaging, and email channels. Acqueon leverages a rich data platform, statistical and predictive models, and intelligent workflows to let enterprises maximize the potential of every customer conversation. Acqueon is trusted by 200 clients across industries to increase sales, drive proactive service, improve collections, and develop loyalty.

At our core, Acqueon is a customer-centric company with a burning desire (backed by asuite of awesome, AI-powered technology) to help businesses provide friction-free, delightful, and referral-worthy customer experiences.

For NOC Engineers, Acqueon offers a dynamic environment focused on 24/7 infrastructure and application monitoring, incident response, service reliability, and continuous improvement. Engineers work with enterprise-scale systems, ensuring uptime, optimizing performance, and maintaining strict SLA and compliance standards in a fast-paced SaaS ecosystem.

Key Responsibilities

• Ensure high availability and maximum uptime in SaaS environments by proactively monitoring and managing infrastructure, applications, and network systems using tools like Zabbix, Grafana, Prometheus, Sumo Logic, and Amazon CloudWatch.
• Proactively identify anomalies, threshold breaches, and performance bottlenecks to prevent potential incidents.
• Respond to alerts and incidents in real time, perform initial triage and troubleshooting across Windows/Linux servers, applications, and network components, validate service health (APIs/endpoints), and escalate complex issues with detailed analysis.
• Validate application availability through endpoint checks, API monitoring, and service health verification.
• Execute routine operations including system health checks, patching, maintenance, backups, and disaster recovery using cloud-native tools (e.g., AWS Backup, S3, RDS), while also monitoring resource utilization and supporting cost optimization initiatives
• Contribute to the creation, review, and continuous improvement of SOPs, runbooks, and knowledge base articles.
• Participate in Change Management and Change Control processes by implementing approved changes, validating deployments, and minimizing risk to production systems.
• Maintain accurate records in ticketing systems, ensuring proper documentation aligned with ITIL processes and audit requirements
• Participate in shift handovers, ensuring clear communication of ongoing incidents, system status, and pending actions
• Ensure strict adherence to SLAs, operational processes, security guidelines, and compliance standards

Required Qualifications

• Associate’s or Bachelor’s degree in Information Technology, Networking, or a related field (or equivalent practical experience)
• 2–5 years of experience in a NOC, Cloud Operations, or Network Support environment
• Solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and VPN concepts
• Strong knowledge of operating systems, particularly Linux and Windows environments
• Hands-on experience or familiarity with monitoring and observability tools such as Zabbix, Grafana, Prometheus, Sumo Logic, Datadog, ELK stack … etc.
• Good understanding of ITIL practices (Incident, Change, and Problem Management) in an operations environment
• Experience troubleshooting SaaS application performance, system reliability, and cloud-based service disruptions.
• Basic scripting knowledge (Shell or Python) is an advantage for automation and operational efficiency
• Willingness to work in a 24/7 shift-based support model
• Effective communication and documentation skills for incident reporting, escalations, and knowledge sharing

Preferred Qualifications:

• AWS certifications (e.g., AWS Certified Solutions Architect, AWS Certified DevOps Engineer).
• Experience with hybrid cloud environments and on-premises-to-cloud migrations.
• Familiarity with other cloud platforms like Azure or GCP.
• Knowledge of database management (e.g., RDS, DynamoDB) and caching solutions (e.g., Redis, ElastiCache).

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)

Key responsibilities 
Strategic Impact

• Drive long-term planning and continuous improvement of observability capabilities
• Identify gaps, initiate improvements, and balance competing priorities
• Enable teams to operate effectively through better tooling, processes, and clarity
• Introduce AI into coding processes

Leadership & Team Development

• Lead, mentor, and grow a team of software engineers ( Python, JavaScript / React)
• Set clear expectations, manage performance, and support career development
• Foster a culture of ownership, accountability and continuous improvement
• Remove blockers and maintain strong team engagement

Planning, Delivery & Requirements

• Lead requirements clarification with stakeholders and translate them into actionable engineering work
• Own and maintain application and platform roadmaps, aligning with organizational priorities
• Define, prioritize, and manage Jira epics, stories, and tasks
• Drive sprint planning, backlog management, and predictable delivery
• Ensure high-quality execution through effective Agile practices and CI/CD workflows

Cross-functional Leadership

• Collaborate with SRE, platform teams and service owners to design scalable solutions
• Act as a key coordination point between engineering, operations, and leadership
• Align observability initiatives with broader company goals

Engineering Contribution

• Contribute to code and perform code reviews
• Provide technical guidance and support architectural decisions
• Ensure engineering best practices across the team

Requirements

• 7+ years of experience in Software Development
• 3+ years experience in leading and mentoring software engineers as senior or lead developer
• Strong expertise in Observability (monitoring / logging / telemetry) tooling
• Experience with distributed systems and scalable architectures
• Proven ability to translate requirements into actionable engineering work
• Experience with Agile methodologies and delivery management
• Strong communication and stakeholder management skills
• Experience with AI development

Benefits:

• Five9 Shares
• Bonus Scheme
• 10% Flexi Benefit
• Meal Allowance
• Medical Insurance
• Life Insurance 
• 25 day Annual Leave + Public Holidays

Technical Writer, Product Engineering

Five9 is looking for a detail-oriented technical writer who will work with all the Product Engineering and Customer Support teams to develop, manage, and maintain internal documentation, including SOPs,  knowledge base articles, e-learning trainings, workflows, templates, alert and troubleshooting runbooks, internal processes, and architectural documentation. The ideal candidate will collaborate with multiple teams to ensure standardization of documentation practices across the company. 

Responsibilities

• Plan, create, organize, and maintain technical and process documentation.
• Ensure content is kept up to date and meets the style guide.  
• Edit, clarify, and proofread documents written by others to ensure content meets writing guidelines.
• Create runbooks for internal teams.
• Develop user and admin guide s for internal tools.
• Organize content such that it is easy to find and maintain.  
• Create architectural documentation, workflows, runbooks, release notes, and troubleshooting information.  
• Create training material, such as procedures, videos, and tutorials.  

Experience :

• Bachelor's degree or equivalent practical experience.
• At least 3 years of experience in developing, managing, and maintaining technical and process documentation.  

Minimum qualifications :

• Must have experience in internal documentation development
• Must have experience editing content written by engineers.  
• Familiarity with cloud technologies, such as AWS and GCP.
• Excellent ability to explain complex technical ideas in terms appropriate for the audience.
• Able to work independently and in a team environment.  
• Experience in working with multiple cross-functional teams in a fast-paced environment.
• Proven self-starter capable of using the Five9 software and researching content, including gathering information from SMEs.
• Proven experience in JIRA, Confluence, Articulate 360, Sharepoint, and Salesforce
• Proven experience creating alert runbooks
• Experience in developing knowledge base articles for customer support cases
• Experience using and documenting Grafana and Loki related information

Preferred qualifications :

• Basic understanding of a wide range of technology subjects, including Telephony Networking, contact centers, and DevOps.
• Knowledge of ITIL concepts, such as Problem, Change and Incident Management
• Experience following the department style guide.
• Experience in video creation tools.  
• Basic understanding of managing content in GitLab.  
• Experience using command-line tools.

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)

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

Key Responsibilities

• Monitoring the system performance, services in the cloud infrastructure to ensure the availability of the connectivity and services
• Performing regular checks on systems, services in the infrastructure
• Provide timely response to all incidents, outages, and performance alerts. Categorize issues for escalation to appropriate technical teams.
• Monitor and Identify events proactively resolving issues.
• Respond & Resolve Customer escalations within the SLA window.
• Turn up customer applications & services in accordance with standard procedures.
• Open and track to resolution carrier and internal tickets.

Required Experience

• Minimum of 1 year of related experience in a software support position
• Intermediate level knowledge on Cloud Technology (Azure, GCP, AWS, etc.)
• Mid-Level technical knowledge in at least one of the following categories.
  • Telephony configuration and troubleshooting
    • Knowledge of PBX, ACD, CTI, VoIP and IVR applications.
    • Proficient in SIP, RTP, ISDN and other VoIP technologies
  • Networking configuration and troubleshooting
    • Knowledge in network theories and protocols like: TCP, UDP, HTTP, DHCP, DNS, NAT, BGP, MPLS, QoS, etc.
    • Proficient in Internet Technologies, including routing, switching and general network infrastructure in a Cloud Environment
  • Systems administration and troubleshooting
    • Knowledge in VMware, bare metal/blade servers, Active Directory, Enterprise Applications, etc.
  • Database Use and Administration
    • Knowledge on MySQL, SQL Server
  • Must be willing to work shifts and participate in on-call rotation (Days/Nights/Weekends).
  • An understanding of operating systems, business applications, and network systems.
  • Ability to communicate clearly (both in writing and speech).

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)

Duties:

• Deploy, Upgrade, Maintain third party application stacks for metrics, logging and APM
• Advanced troubleshooting of performance issues related to Linux
• Build, Maintain and troubleshoot containerized workloads in Kubernetes or docker
• Maintain CI/CD pipeline for developer code in Gitlab
• Support developers with deploying and maintaining application servers
• Create / Update Ansible code for configuration management of third-party applications
• Create / Update Terraform code for management of infrastructure
• Work with other teams to understand their specific needs and goals for observability and help them follow established processes and best practices to achieve those goals
• Act as a Subject Matter Expert for the Observability stack, answering questions from other teams on how to use the tools we provide
• Provide guidance and training to junior engineers
• Participate in 24x7 On Call support rotating weekly between Observability Engineers
• Work US based daytime hours

Requirements:

This is an intermediate position with expectation the candidate has a good amount of work experience to be self-sufficient.

• Intermediate to advanced knowledge of Linux administration (Ubuntu / Debian / CentOS / RHEL)
• Intermediate to advanced scripting abilities ( Bash / Python )
• Intermediate to advanced experience with hypervisor technologies ( Openstack / VMWare )
• Intermediate knowledge of networking concepts to be able to troubleshoot advance architectures that involve complex networks.
• 2+  years experience with Infrastructure as Code tools such as Terraform
• 2+ years experience with Configuration as Code tools such as Ansible
• 2+  years experience with Grafana or a similar a Dashboarding tool
• 2+  years experience with Observability tools such as:
• Metrics: Prometheus / Mimir / Thanos / VictoriaDb / Graphite / InfluxDb
• Logs: Loki / Elasticsearch / Splunk
• Tracing/APM: Tempo / New Relic / AppDynamics
• 2+  years experience with public cloud operators specifically GCP and AWS
• 2+  years experience with Kubernetes and docker
• 2+  years experience with Kafka
• Experience with git and standard processes (branching and merge/pull request) for collaborative version control
  
  

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)