• Responsible for conducting call center reviews in which customer requirements will be assessed, environments analyzed, and best-practice recommendations made.• Works in conjunction with the Account Management team as the key technical advisor and product expert for the Five9 Virtual Call Center Suite.• Prepares and delivers technical presentations that explain the product and services to existing customers.• Articulates technology and product positioning to both technical and non-technical (business) users.• Confers with other organizations (Professional Services, Implementation, Technical Support, Engineering, Product Management) to assist customers with issue resolution as well as scoping customizations and product enhancements.• Assists existing customers with compliance issues.• Assesses customer configuration needs and determines system and network requirements.• Investigates, configures, and develops integrations with 3rd-party CRM and web-based products.

• Implement, troubleshoot and support the Five9 call center software solutions in a wide array of configurations and customer environments both remotely and on-site.• Case and or account escalation management.• Identifies underlying causes of a problem, including problem identification and classification.• Diagnoses problems accurately and works to find appropriate solutions in a timely manner.• Partner with Customers to optimize the Five9 call center software solution.• Continually seek opportunities to increase customer satisfaction and strengthen client relationships by interacting effectively at all levels of the client organization.• Proactively do trend analysis in an attempt to offer preventative solutions and eliminate recurring problems. • Cognizant of all known service outages and will maintain awareness of all maintenance / software product changes that could impact customers.• Worked cross functionally in a customer facing capacity, and coordinate with internal organizations with Five9.• Participation in after hour on-call rotation. • Work within a 24x7x365 support environment.