Product Launch Readiness:•Collaborate closely with product development teams to understand upcoming releases, new products, and feature enhancements.•Engage proactively with product development teams from the early stages of product ideation through to release.•Advocate for customer needs and requirements during product development discussions, representing the voice of the customer to ensure serviceability and customer success.•Assess the technical requirements and implications of new offerings on professional services delivery.•Develop comprehensive readiness plans to ensure the smooth integration of new products and features into existing service offerings.Professional Services Enablement:•Develop comprehensive implementation methodologies and best practices based on product readiness artifacts and customer requirements.•Collaborate with the professional services team to ensure they are equipped with the necessary training, resources, and support to successfully implement new products and features for customers.•Provide ongoing guidance and support to the professional services team, offering technical expertise and troubleshooting assistance as needed during implementations.Service Offering Leadership:•Serve as the subject matter expert for all service offerings provided by the company.•Develop and refine service packages and solutions based on market trends, customer feedback, and competitive analysis.•Collaborate with sales and marketing teams to develop compelling go-to-market strategies for service offerings.•Provide guidance and support to sales teams during customer engagements to articulate the value proposition of our services.• Analyze performance data and customer feedback to identify opportunities for optimization and enhancement of service offerings.•Drive continuous improvement initiatives to streamline processes and enhance service delivery capabilities.

Innovation•Drive strategic change in PS organization•Develop and enhance PE tools, artifacts, and documentation•Recommend and assist with architecting tools for task automation•Evaluate delivery models and methodology for enhancements•Standardize and enhance core design and configuration templates•Prioritize strategic projects, plan, and set goalsMethodology, Governance, and Compliance•Administer standard program and project management processes•Set direction for project governance and leadership structure•Provide input on methodology changes from technical perspective•Manage methodology changes and promote continuous improvement•Drive consistency of process and methodology across Enterprise resources•Assist with Technical Assessments for skillsets and standardizationDocumentation•Maintain methodology and project templates for all PE artifacts•Own methodology and project templates for PS Strategic Enterprise Architect artifacts•Participate in creating and maintaining methodology and project templates for PE artifacts for Partner EnablementCollective Wisdom•Ensure stakeholders have representation within project governance organization•Maintain, compile, and version control PE content in PS Knowledgebase•Manage and moderate PE Forums for sharing best practices, resources, and tools•Facilitate PS training and collateral for new products, features, and functionality•Participate in Beta program planning and customer engagementsInternal Consulting•Consult and mentor internal PS delivery PE's•Consult with internal Five9 resources from other PS groups and departments when necessaryOn-Boarding:•Prepare and ensure readiness for onboarding training•Provide remote session training on internal tools and technical best practices•Offer one-on-one consultation for project preparation, including onsite support if needed•Track performance during learning and first project cycles, reporting on progress•Establish and maintain a progressive mentor program

Management, Leadership, and Professional Development• Coaching. Provide technical expertise, training, and mentoring to services team • Escalation Management. Manage and resolve critical situations through effective communication with customers and internal project teams• Resource Planning. Evaluate project requirements and allocate appropriate skilled resources to ensure quality and timely completion of deliverables• Career Development. Work with each team member to define short and long-term career objectives and a development plan • Supervision. Plan, coordinate, and supervise all activities related to design, development, and implementation of all solutions assigned to the team• Escalation POC for internal and customer stakeholders for signed contracted PSO work• Horizontally aligned with PMO Project Delivery Managers to account for the program needs within a respective region• Provide proactive risk management - identify risk, provide mitigation options - make recommendations and provide intelligent support for timely decision making • Collaborate with the Director, Engineering to establish effective engineering disciplines and capability building across all of PSO• Provide relationship management and integration on cross PSO and cross Interactive projects • Collaborate on process improvements with key leaders from across PSO and the greater Interactive business• Requirements, Design and Work Breakdown Structure Reviews with direct reportsRecruiting and Hiring• Work closely with recruiting to locate, screen, and interview prospective candidates• Ensure effective and fast onboarding and ramping of new employees• Provide subject-matter expertise to Professional Services and Human resources on immigration requirements and issues, and work with these groups to effectively process sponsored employees and contractors

Team Development• Conducted regular touch-base meetings with team members• Maintained a status log of projects assigned to team members• Provided technical, career, and HR guidance to team members• Conducted formal performance reviews of team members• Reviewed and approves team members’ timesheets and expense reports• Provided management with regular summaries of team statusAdministration• Maintained accurate and timely submission of timesheets, expense reports, and project-related forms• Maintained regular internal communications with project teams, cross-team management, and manager• Provided feedback and updates to internal process through internal documentation• Assisted in the recruitment of new hiresTraining• Continued to stay abreast of technology through internal training, lab development, and industry standard training/certifications• Developed and conducts internal training sessions• Provided guidance to management on training needs for their team Technical Skills• Configuration/troubleshooting of enterprise level servers, network routing and switching devices, SIP audio gateways, IP telephones• Configuration and troubleshooting of Windows Server 2008, Windows Server 2012, Windows XP/7/8, DHCP/DNS, Microsoft Hyper-V, VMWare ESXi• Strong knowledge of the Microsoft Office Suite, Wireshark, command line toolsBusiness Skills• Leading and guiding employees through career development• Experienced in breaking through business level barriers to resolve issues• Leading a team through a fast paced and complex project• Effectively delegated tasks to a resource pool to efficiently drive a project• Thorough understanding of the requirement gathering process• Excellent verbal and written business communication skills, including escalation management and information presentation

Solution Deployment• Translated customer business requirements into detailed, comprehensive design documentation• Scheduled and guided technical resources in the completion of technical designs• Configured developed, and troubleshot customer system configurations according to project documentation• Actively participated in meetings and direct conversations with customers• Provided remote support or travels on site as needed• Provided end-user training to customer resources• Identified implementation related problem areas and solves the issues in a proactive manner• Handled escalations in a direct, calculated mannerAdministration• Maintained regular internal communications with project team, team lead, and manager• Provided feedback and updates to internal process through internal documentation• Follows standard department processesTechnical Skills• Configuration/troubleshooting of enterprise level servers, network routing and switching devices, SIP audio gateways, IP telephones• Configuration and troubleshooting of Windows Server 2008, Windows Server 2012, Windows XP/7/8, DHCP/DNS, Microsoft Hyper-V, VMWare ESXi• Strong knowledge of the Microsoft Office Suite, Wireshark, command line toolsBusiness Skills• Leading a team through a fast paced and complex project• Effectively delegated tasks to a resource pool to efficiently drive a project• Driving requirement gathering process• Excellent verbal and written business communication skills, including escalation management and information presentation

Solution Deployment• Worked in close concert with project teams to deliver assigned project tasks• Configured, developed, and troubleshot customer system configurations according to project documentation• Actively participated in meetings and direct conversations with customers• Provided remote support or traveled on site as needed• Provided end-user training to customer resources• Identified implementation related problem areas and solved the issues in a proactive manner• Handled escalations in a direct, calculated mannerAdministration• Maintained regular internal communications with project team, team lead, and manager• Provided feedback and updates to internal process through internal documentation• Followed standard department processesTechnical Skills• Configuration/troubleshooting of enterprise level servers, network routing and switching devices, SIP audio gateways, IP telephones• Configuration and troubleshooting of Windows Server 2008, Windows Server 2012, Windows XP/7/8, DHCP/DNS, Microsoft Hyper-V, VMWare ESXi• Strong knowledge of the Microsoft Office Suite, Wireshark, command line toolsBusiness Skills• Leading a team through a fast paced and complex project• Excellent verbal and written business communication skills, including escalation management and information presentation

• Solving complex business or system support problems.• Developing custom applications on vendor products or integrations to ensure highest utilization of products for business and support needs.• Custom IVR development.• Working closely with Customer Support Organization to optimize technology for future organizational state ensuring corporate objectives are the focus of design and development.• Working closely operations team to ensure implementations advance contact center solutions and products seamlessly.

• Responsible for maintaining and upgrading VOIP conference systems, corporate infrastructure, contact center infrastructure, emergency voice systems, mobile voice systems, and cloud services for voice systems.• Responsible for new cluster implementations and system migrations of VOIP systems.• Advised Customer Support Organization of system abilities and limitations to ensure the highest level of solutioning occurs.• Helped identify, design, and implement improvement at an operational level. • Worked closely with engineering and architect team to implement advance contact center solutions and products.• Administration of CIC, MeetingPlace and Cisco Call manager.• Configuring new enterprise sites for VOIP communications.• Performing legacy to VOIP cutovers.• Administration and support of MVS production and Beta systems.• Resolving IT Telephony issues on a global level on a regular basis