Five9 is seeking an additional member to the Professional Services team. The ideal candidate is a passionate, self-managed individual with a passion for process management and relationship building skills. The ideal candidate is detail oriented and enjoys connecting with the customers and other stakeholders to identify priorities and manage expectations regarding the assignment of trainer or consulting resources and should have a passion for Customer Centric solution design, and an interest in improving and accelerating project deliveries.

The Workforce Engagement Management (WEM) Ops Analyst will assist in the coordination and management of WEM, ensuring that tasks are completed on time, within scope, and within budget. This role involves working closely with senior project managers and stakeholders, facilitating communication, managing timelines, and overseeing certain aspects of project execution. The candidate will also contribute to risk management, quality control, and documentation throughout the project lifecycle.

Key Responsibilities:

• Maintain and update internal systems including Monday.com, and associated process documentation
• Work with the PM and AM teams to ensure the efficient assignment and management of training and consulting resources.
• Ensure seamless hand of too assigned PS resources.
• Look at processes to improve visibility of resource availability.
• Ensure effective processes for cancellation and reallocation of resources.
• Supporting the Training Audit process
• Supporting the WFO customer escalation process
• You will identify opportunities to introduce a “story driven” approach across Five9 consulting services

Key Requirements:

• 1+ year experience of process design
• Very strong writing, presenting and communication skills
• Ability to learn new technologies & communicate those concepts at a high level
• Excellent listening skills
• Strong attention to detail
• Ability to work independently, managing multiple priorities as required
• Highly motivated with a positive, professional attitude
• Prior Contact Center experience a plus

Key Skills:

• Strong interpersonal and leadership skills
• Ability to multitask and work in a fast-paced environment
• Attention to detail and commitment to quality

Preferred Qualifications:

• Project Management Professional (PMP) or PRINCE2 certification
• Experience in managing small projects or initiatives
• Familiarity with project budgeting and financial tracking
• Experience with Monday.com
• Experience with Looker
• Experience of project tracking in PSA

To support our continued growth, we are seeking an experienced Workforce Engagement Management (WEM) Consultant to join our Professional Services team. In this role, you will lead the consultative delivery, implementation, and deployment of Five9 and Verint WEM solutions, partnering closely with customers to deliver both technical and business outcomes.

The ideal candidate will demonstrate the following:

• Extensive experience implementing and consulting on Verint WEM solutions, with a strong focus on Quality Bot™ / AQM, Speech Analytics and Quality Management.
• Proven ability to lead and deliver end-to-end Verint WEM engagements, from design through deployment.
• Broad consulting experience advising customers on best practices for Verint AQM, Speech Analytics and Interactions
• Deep understanding of Verint integration architecture includes the integration of QM data with Performance management and reporting.
• Hands-on experience training customers across all aspects of Verint AQM, Quality Bot and Speech Analytics.
• Ideally, exposure to additional Verint WEM applications, such as Performance Management, Text Analytics, and Workforce Management.

Key Responsibilities:

• Software delivery at an Application Consultant/Trainer level for our WEM Vendor suite of products including Quality Bot™ / AQM, Speech Analytics and Quality Monitoring.
• Additional experience with Performance Managements would be useful.
• Initially this role will have a focus on Speech Analytics and Quality Management. Candidates must hold current ‘cloud certifications for Verint DPA’ or be able to work towards obtaining the appropriate Verint Certifications, within the first 30 days, if not already obtained.
  
  • Effectively communicate plans, progress and status/updates to both internal staff and customer stakeholders
  • Articulate the value of Five9’s Professional Services through presentations, demonstrations and open discussion with customers and prospects
  • Implement and troubleshoot Five9’s WEM Vendor on demand software solutions in a wide array of configurations and Customer environments both remotely and on-site.
  • Understand client requirements and design; work with the Implementation and Support Teams to formulate Implementation Plans that meet Customers’ needs
  • Mitigate project risk by proactively recognizing and communicating challenges, managing changes and providing contingency plans that enable customer success
  • Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization
  • The successful candidate will be designated owner for Five9’s Verint AQM /Quality Bot ™ services and will be responsible for the development and maintenance of all Verint Quality Bot ™ / AQM related service offerings and customer-facing materials

Key Requirements:

• Experience managing delivery, training, and implementation of Verint WEM, (QM/AQM, Speech analytics and performance management).

• Experience with other WEM solutions such as NICE, CSI, Calabrio, Aspect Monet, etc. is highly desired.

  • Strong knowledge of SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices
  • 5 years of Verint WEM implementation experience, with a minimum of 3 years in a Professional Services or as an application consultant for Verint AQM/ Quality Bot ™ or Speech Analytics.
  • Willingness to travel up to 70% with some international travel
  • Excellent written and verbal skills
  • BA/BS or equivalent experience

Key Skills:

• Strong combination of Verint consulting experience and customer training skills, along with excellent customer communication skills
• Expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients’ needs is imperative
• Must possess a strong working knowledge of QM, Analytics, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices – Experience with WFO Vendors solutions is required
• Self-starter possessing excellent time management skills and able to manage multiple implementation and sales activities simultaneously

The Platform Engineer plays a key role within Professional Services and will lead and manage the discovery, design, configuration, and deployments of Five9 software for our Mid-Market, Enterprise and Named clients. 

Key Responsibilities: 

• Act as the customers trusted advisor by providing a consultative approach in deploying Five9 software through the project lifecycle. 

• Design solutions, create technical documents, and configure the Five9 platform based on each customer’s unique requirements.

• Troubleshoot software solutions in a wide array of configurations and customer environments. 

• Provide customized training to ensure customers have a thorough understanding of their solution. 

• Articulate the value of Five9 Professional Services through demonstrations and open discussion with customers and prospects. 

• Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization. 

• Effectively communicate with internal and external stakeholders. Excellent English – spoken and written - is a must. 

• Work on a permanent night shift schedule in an eastern US time zone (EST hours). 

Key Skills: 

• Minimum of 3 to 5 years of experience in Professional Services, implementation and configuration experience in a cloud computing or telephony environment. 

• Strong experience with Software as a Service (SaaS) model. 

• Experience with implementing SaaS Contact Center solutions (NiCE, Genesys, Talkdesk or other) is required - experience deploying and/or managing Five9 software is preferred.

• Extensive knowledge of Customer Relationship Management systems (CRM) and Lead Management solutions (Salesforce, MS Dynamics, NetSuite, Zendesk and ServiceNow). 

• Knowledge and experience creating outbound dialing strategies that include integrations with CRMs and the use of API’s and/or webservices. 

• Strong experience with Automatic Call Distribution (ACD) and Interactive Voice Response (IVR) scripting and development. Solutions frequently require the use of expressions, functions, and advanced webservices. 

• Integrations requiring code development such as JavaScript, Extensible Markup Language (XML), and Hypertext Markup Language (HTML). 

• Ability to decipher business requirements from multiple verticals and filter the information in an easily understandable format to provide an optimal configuration recommendation for individual 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 a suite 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.
• Willingness to work in a 24/7 shift-based support model
• Effective communication and documentation skills for incident reporting, escalations, and knowledge sharing
• Working knowledge of AWS

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).
• Basic scripting knowledge (Shell or Python) is an advantage for automation and operational efficiency

• Provide customers with configuration advice, training, and problem resolution throughout the setup and installation process of Five9’s call center software.
• Design and configure Five9’s platform for each customer’s unique requirements
• Troubleshoot software solutions in a wide array of configurations and customer environments both remotely and on-site
• Provide customized training to ensure customers have a thorough understanding of these solutions.
• Articulate the value of Five9’s Professional Services through demonstrations and open discussion with Customers and prospects.
• Effectively communicate with internal and external stakeholders.

• Minimum 3-5 years of consulting experience in a cloud computing or telephony environment.
• Experience with implementing TDM and/or VoIP Call Center solutions (Genesys, Avaya, Cisco, Aspect, LiveOps, Contactual, InContact, Interactive Intelligence and/or CosmoCom) is required - Applicants with experience deploying and/or managing Five9 Call Center solutions are preferred.
• Strong knowledge of CRM and Lead Management solutions (Salesforce, Siebel, NetSuite, RightNow and Velocify) is preferred.
• Must be willing to travel up to 5-10% 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.
• BA/BS or equivalent experience is required
• Technical certifications are a plus.

• Strong technical knowledge of SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU, Web Services, and Call Center practices – Experience with WFO Applications is a plus.
• Must possess a strong combination of technical call center expertise, client development, and configuration experience.
• Must be an expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients’ needs is imperative.
• Development experience a plus.
• Bi-lingual skills a plus

Our Professional Services development team is growing, and we are seeking an Asset Architect. The Asset Development group focuses on rapidly delivering software products that augment and extend the company's core offerings. Using leading methodologies, modern tooling, and the Google Cloud Platform, the team emphasizes effective cloud architecture, development, and delivery. The candidate will be expected to work in a remote team environment via web conferences, and via chat collaboration. The candidate must be a self-starter and able to work independently. If you thrive on leveraging your expertise to lead the design of complex and high-value software development projects, then this may be just the position for you!

Required Skills:

• Strong knowledge of Cloud infrastructure best-practices, especially Google Cloud.  
• Excellent understanding of the continuous integration practice.  Proficiency in specifying and implementing test and production environment infrastructure.  
• Ability to define work, drive progress, and provide visibility of status using tracking tools such as Jira and Confluence.
• Strong software development background as a full-stack developer.  
• Experience working with end-to-end tool chains including project definition and organization, source control, linting, test automation.  
• Familiarity with Jira and Confluence a plus.   
• Proficiency with: Terraform, Git, JavaScript, Typescript, HTML, CSS, Node.js and bash scripting.
• Familiarity with Docker and building and publishing efficient and secure images.
• Familiarity with:  Nest.js, Vue, Visual Studio Code, Jira, Confluence.
• An understanding of cloud-based software development considerations and architectures (GCP, AWS, etc.) and web-based API interfaces (SOAP, REST, AJAX, WebSocket, etc.).
• Proficiency with using Unix-based operating systems and utilizing the command line. 

Qualifications:

• 5+ years experience in application or integration software development.  Application development related to Computer-Telephony Integration (CTI) with systems such as Cisco ICM/UCCE, Genesys, or Avaya is a plus.
• 3+ years development experience in web-based applications (HTML5, JavaScript) and associated tooling such as jQuery, Vue, React, Angular, etc.
• 3+ years of Terraform experience.
• 1+ year experience with web application hosting services such as GCP, AWS, Azure, Heroku, OpenShift, or self-hosted environments using Docker and  Node.js deployments.
• Bachelor of Science / Bachelor of Arts degree or equivalent work experience is required.

Join our Professional Services as a Professional Services Program Manager. In this role, you'll do more than just implement solutions, you will be the critical link ensuring our customers achieve maximum value, directly contributing to their success and our business growth. We are looking for a self-driven individual who thrives on solving complex challenges and is passionate about delivering an exceptional customer experience.

Key Responsibilities:

• Lead and manage all day-to-day operational and tactical aspects for multiple Implementation projects with a focus on time, scope, and budget.
• Effectively communicate plans, progress and status updates to both internal staff and customer stakeholders.
• Collaborate with associated project managers and partners to ensure a streamlined implementation of all products.
• Identify project risks and implement appropriate mitigation plans.
• Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization.
• Maintain and update all internal applications associated with implementation projects.
• Articulate the value of Five9’s Professional Services through presentations, demonstrations and open discussion with customers.

Key Qualifications:

• 5+ years as a Program Manager, Scrum Master, or Technical Consultant.
• Heavy experience with managing multiple projects across multiple customers simultaneously while requiring little or no oversight and/or direction.
• Exposure to Artificial Intelligence within the Voice and Digital channels.
• Contact Center Industry experience highly preferred.
• Experience managing implementations of Five9 or other VoIP Call Center solutions including IVA (Genesys, Avaya, Cisco, Aspect, LiveOps, NICE) is highly desired.
• Some knowledge of SaaS CRM solutions (Salesforce, Dynamics, NetSuite, Oracle Service Cloud, Zendesk, ServiceNow) is desired.
• Must be willing to travel up to 10% or as needed regionally with some national and international travel possible (valid passport required).
• Excellent verbal and written skills required.
• BA/BS or equivalent experience is required.
• One or more of the following certifications is preferred; PMP, PRINCE2, Agile or Kanban related certifications.

Key Skills:

• Must possess a strong combination of project management skills, technical call center expertise, AI, and client development.
• Must be an expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients’ needs is imperative.
• Must be a natural leader:  Able to build collaborative relationships with supervisors and peers; Able to delegate responsibilities with ease; Able to provide constructive feedback and praise; Able to understand and educate others.
• Strong knowledge of CCaaS, AI, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR and Call Center practices.
• Must be strategic thinker; Able to understand the ‘Big-Picture”; Able to think quickly and adeptly when solving complex problems.
• Must demonstrate a strong sense of accountability and ownership with the ability to take proactive action and act with urgency as circumstances require.
• Exceptional with time management and organization.
• Bilingual skills a plus.