The Five9 Analytics and Reporting Engineer will be responsible for the full or requirements, development for the purpose of delivering custom reports, services, and/or functions based on the Five9 Analytics and Report products. This includes collaborating with other Five9 team members and external clients. As a key contributor to the Five9 Analytics and Reporting Team, we are looking for individuals that understand the value of teamwork, have a positive “can do” attitude and are motivated to help us delight our customers and grow our business.
Responsibilities:
- Engage with customers, to develop customer requirements for the purposes of delivering custom reports, services, and/or functions based on the Five9 Analytics and Reporting product suite; this effort may include driving customer requirements through detailed feedback and suggestions.
- Ensure projects are delivered on time.
- Learn Customer application and solution design and documentation.
- Help to ensure the overall technical quality of the solution.
- Support Professional Services Team from a knowledge standpoint.
- Ability to collaborate closely with team members and other functional organizations, maintaining collaborative dialogs as well as proactively providing status updates for major initiatives.
- Ability to work both as part of a team and autonomously.
- Ability to provide support for solutions on an as needed basis.
- Ability to learn and master new Software packages, Software versions as needed.
Qualifications:
- Demonstrated ability to identify and understand issues and resolve customer inquiries quickly and effectively.
- Demonstrated intermediate skills with the standard features of various word processing and spreadsheet software (Microsoft Word and Excel, PowerPoint, Outlook, Internet, and other proprietary software)
- Superior interpersonal and oral/written communication skills with the ability to relate well and cooperate with others to effectively coordinate activities and accomplish goals.
- Good working knowledge of both historical and real-time report building.
- Hardworking with a positive attitude.
- Professional demeanor.
- Desire to grow and succeed in a fast-paced growing organization.
- Strong attention to detail.
Education/Experience:
- Bachelor’s Degree or comparable work-related experience
- Intermediate understanding and practicing knowledge of Microsoft SQL Server Management Studio and T-SQL
- Cisco ICM/IPCC/UCCE or other relevant contact center/WFM experience a plus.
- Strong understanding of contact center reporting and operations preferred.
This role is fully remote for candidates who reside at least 50 miles away from our San Francisco or San Ramon office locations. For candidates who reside within 50 miles of our San Francisco or San Ramon locations, this role will be Hybrid.
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