Technical Support Engineer

<div class="content-intro"><p><img src="https://www.five9.com/sites/default/files/2025-02/five9-logo.svg" alt="" width="100" style="max-width: 100%;"></p> <p>Join us in bringing joy to customer experience. &nbsp;Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. &nbsp;&nbsp;</p> <p>Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.&nbsp;</p></div><p>&nbsp;</p> <div class="qMYqUG_convSearchResultHighlightRoot"> <div class="relative w-full overflow-visible"> <section class="text-token-text-primary w-full focus:outline-none [--shadow-height:45px] has-data-writing-block:pointer-events-none has-data-writing-block:-mt-(--shadow-height) has-data-writing-block:pt-(--shadow-height) [&amp;:has([data-writing-block])>*]:pointer-events-auto [content-visibility:auto] supports-[content-visibility:auto]:[contain-intrinsic-size:auto_100lvh] R6Vx5W_threadScrollVars scroll-mb-[calc(var(--scroll-root-safe-area-inset-bottom,0px)+var(--thread-response-height))] scroll-mt-[calc(var(--header-height)+min(200px,max(70px,20svh)))]" data-turn-id="request-6979b5d3-259c-8399-a999-8f7c978e5a79-1" data-turn-id-container="request-6979b5d3-259c-8399-a999-8f7c978e5a79-1" data-testid="conversation-turn-46" data-scroll-anchor="false" data-turn="assistant"> <div class="text-base my-auto mx-auto pb-10 [--thread-content-margin:var(--thread-content-margin-xs,calc(var(--spacing)*4))] @w-sm/main:[--thread-content-margin:var(--thread-content-margin-sm,calc(var(--spacing)*6))] @w-lg/main:[--thread-content-margin:var(--thread-content-margin-lg,calc(var(--spacing)*16))] px-(--thread-content-margin)"> <div class="[--thread-content-max-width:40rem] @w-lg/main:[--thread-content-max-width:48rem] mx-auto max-w-(--thread-content-max-width) flex-1 group/turn-messages focus-visible:outline-hidden relative flex w-full min-w-0 flex-col agent-turn"> <div class="flex max-w-full flex-col gap-4 grow"> <div class="min-h-8 text-message relative flex w-full flex-col items-end gap-2 text-start break-words whitespace-normal outline-none keyboard-focused:focus-ring [.text-message+&amp;]:mt-1" data-message-author-role="assistant" data-message-id="c425fe09-aee3-4ee5-a3df-047a6f060da0" data-message-model-slug="gpt-5-5" data-turn-start-message="true"> <div class="flex w-full flex-col gap-1 empty:hidden"> <div class="markdown prose dark:prose-invert wrap-break-word w-full light markdown-new-styling"> <p data-start="634" data-end="651"><strong data-start="634" data-end="651">Role Overview</strong></p> <p data-start="653" data-end="889">We are looking for a highly motivated Technical Support Engineer to manage day-to-day operational activities related to Moves, Adds, Changes, and Deletions (MACD) along with production support for enterprise contact center environments.</p> <p data-start="891" data-end="1255">The role involves handling service requests, configuring contact center solutions, supporting production incidents, and ensuring timely resolution of issues while meeting defined SLAs. The ideal candidate should possess strong analytical skills, effective customer communication abilities, and hands-on experience with contact center technologies and integrations.</p> <hr data-start="1257" data-end="1260"> <p data-start="1262" data-end="1286"><strong data-start="1262" data-end="1286">Key Responsibilities</strong></p> <p data-start="1288" data-end="1330">As a Technical Support Engineer, you will:</p> <ul data-start="1332" data-end="3254"> <li data-section-id="15um6x9" data-start="1332" data-end="1432">Process and manage MACD (Moves, Adds, Changes, and Deletions) requests through ticketing systems</li> <li data-section-id="93awna" data-start="1433" data-end="1528">Configure and implement changes in contact center environments as per customer requirements</li> <li data-section-id="12zkmdu" data-start="1529" data-end="1609">Validate configurations and ensure successful completion of service requests</li> <li data-section-id="3lzglu" data-start="1610" data-end="1663">Track request status and ensure adherence to SLAs</li> <li data-section-id="1casdih" data-start="1664" data-end="1762">Understand customer business requirements and translate them into scalable technical solutions</li> <li data-section-id="17rbcbz" data-start="1763" data-end="1893">Act as a Product SME (Subject Matter Expert) during customer discussions, deployment planning, and solution rollout activities</li> <li data-section-id="1x8dhwf" data-start="1894" data-end="2013">Communicate deployment and configuration approaches effectively with both business stakeholders and technical teams</li> <li data-section-id="ymc27a" data-start="2014" data-end="2135">Configure, integrate, validate, and deploy software components in customer production and non-production environments</li> <li data-section-id="bqfn0a" data-start="2136" data-end="2298">Work closely with cross-functional teams including Product Engineering, Cloud Operations, QA, and Support teams during deployment and configuration activities</li> <li data-section-id="1axh4as" data-start="2299" data-end="2410">Perform solution validation, system integration testing, UAT support, and production readiness verification</li> <li data-section-id="1asszmp" data-start="2411" data-end="2498">Create and execute test cases based on business scenarios and customer requirements</li> <li data-section-id="1tg6u6e" data-start="2499" data-end="2615">Troubleshoot deployment, configuration, integration, and production issues in a structured and analytical manner</li> <li data-section-id="icmujs" data-start="2616" data-end="2725">Prepare deployment documents, runbooks, solution design documents, and operational handover documentation</li> <li data-section-id="x64v95" data-start="2726" data-end="2825">Support production migrations, upgrade activities, and post-production stabilization activities</li> <li data-section-id="16r1182" data-start="2826" data-end="2918">Provide customer training, knowledge transfer sessions, and solution design walkthroughs</li> <li data-section-id="1yxanak" data-start="2919" data-end="3033">Participate in customer calls, status reviews, and technical discussions to ensure successful project delivery</li> <li data-section-id="1iyfef3" data-start="3034" data-end="3139">Monitor service request milestones and proactively identify risks, dependencies, and mitigation plans</li> <li data-section-id="953m8h" data-start="3140" data-end="3254">Ensure adherence to deployment and configuration standards, security practices, and operational best practices</li> </ul> <hr data-start="3256" data-end="3259"> <p data-start="3261" data-end="3288"><strong data-start="3261" data-end="3288">Qualifications &amp; Skills</strong></p> <p data-start="3290" data-end="3318"><strong data-start="3290" data-end="3318">Contact Center Knowledge</strong></p> <ul data-start="3319" data-end="3618"> <li data-section-id="wtpu70" data-start="3319" data-end="3414">Strong understanding of contact center technologies and omnichannel communication platforms</li> <li data-section-id="1a3787a" data-start="3415" data-end="3618">Experience working with contact center solutions such as any of these: <ul data-start="3490" data-end="3618"> <li data-section-id="4f3rcd" data-start="3490" data-end="3504">Cisco UCCE</li> <li data-section-id="1k4gm9s" data-start="3507" data-end="3525">Amazon Connect</li> <li data-section-id="1vk0m1a" data-start="3528" data-end="3546">NICE InContact</li> <li data-section-id="1rfjwug" data-start="3549" data-end="3559">Twilio</li> <li data-section-id="1rdtfuu" data-start="3562" data-end="3571">Avaya</li> <li data-section-id="1cp39w8" data-start="3574" data-end="3585">Genesys</li> <li data-section-id="9erx6l" data-start="3588" data-end="3618">Five9 or similar platforms</li> </ul> </li> </ul> <hr data-start="3620" data-end="3623"> <p data-start="3625" data-end="3671"><strong data-start="3625" data-end="3671">Understanding on Contact Center Components</strong></p> <ul data-start="3672" data-end="3762"> <li data-section-id="jrheks" data-start="3672" data-end="3683">Dialers</li> <li data-section-id="16y3k26" data-start="3684" data-end="3691">ACD</li> <li data-section-id="16svvfp" data-start="3692" data-end="3699">IVR</li> <li data-section-id="16x33na" data-start="3700" data-end="3707">CTI</li> <li data-section-id="30qpph" data-start="3708" data-end="3731">Campaign Management</li> <li data-section-id="ez9o8e" data-start="3732" data-end="3762">Agent Desktop Integrations</li> </ul> <hr data-start="3764" data-end="3767"> <p data-start="3769" data-end="3789"><strong data-start="3769" data-end="3789">Technical Skills</strong></p> <ul data-start="3790" data-end="4312"> <li data-section-id="nfhji5" data-start="3790" data-end="3876">Experience with outbound contact center products and campaign management workflows</li> <li data-section-id="3j67du" data-start="3877" data-end="3943">Strong troubleshooting, analytical, and problem-solving skills</li> <li data-section-id="1cmkebz" data-start="3944" data-end="4033">Ability to derive solution approaches and prepare technical solution design documents</li> <li data-section-id="qwjsni" data-start="4034" data-end="4077">Hands-on experience in SQL is mandatory</li> <li data-section-id="1ojh9yk" data-start="4078" data-end="4151">Familiarity with REST APIs, JSON, Postman, and API-based integrations</li> <li data-section-id="jgqp40" data-start="4152" data-end="4231">Knowledge of log analysis, monitoring, and production issue troubleshooting</li> <li data-section-id="li6dgh" data-start="4232" data-end="4312">Exposure to automation, scripting, or deployment tools is an added advantage</li> </ul> <hr data-start="4314" data-end="4317"> <p data-start="4319" data-end="4356"><strong data-start="4319" data-end="4356">Communication &amp; Customer Handling</strong></p> <ul data-start="4357" data-end="4633"> <li data-section-id="9gipi2" data-start="4357" data-end="4435">Strong communication, customer handling, and stakeholder management skills</li> <li data-section-id="z5h1ou" data-start="4436" data-end="4520">Good listening, comprehension, and consultative engagement skills with customers</li> <li data-section-id="cr49xn" data-start="4521" data-end="4633">Willingness to work in customer-facing environments and support critical deployment activities when required</li> </ul> <hr data-start="4635" data-end="4638"> <p data-start="4640" data-end="4665"><strong data-start="4640" data-end="4665">Additional Experience</strong></p> <ul data-start="4666" data-end="4722"> <li data-section-id="1tlbnjx" data-start="4666" data-end="4722">Experience in cloud-based contact center deployments</li> </ul> <hr data-start="4724" data-end="4727"> <p data-start="4729" data-end="4747"><strong data-start="4729" data-end="4747">What We Expect</strong></p> <ul data-start="4749" data-end="5108" data-is-last-node="" data-is-only-node=""> <li data-section-id="1udell5" data-start="4749" data-end="4821">Ownership mindset with strong accountability toward customer success</li> <li data-section-id="b6swpc" data-start="4822" data-end="4879">Ability to work during critical production activities</li> <li data-section-id="1w0o9ss" data-start="4880" data-end="4937">Proactive communication and coordination across teams</li> <li data-section-id="hraj2z" data-start="4938" data-end="5004">Strong focus on quality, stability, and operational excellence</li> <li data-section-id="avyn9k" data-start="5005" data-end="5108" data-is-last-node="">Continuous learning mindset with interest in new technologies and evolving contact center platforms</li> </ul> </div> </div> </div> </div> <div class="mt-3 w-full empty:hidden">&nbsp;</div> </div> </div> </section> </div> </div> <p><strong data-start="4729" data-end="4747">Shift: Night Shift<br>Work Mode: Work from office</strong></p><div class="content-conclusion"><p><span data-contrast="auto">Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills.  The more inclusive we are, the better we are.  Five9 is an equal opportunity employer.</span><span data-ccp-props="{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:240}">&nbsp;</span></p> <hr> <p><span data-ccp-props="{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:240}">View our privacy policy, including our privacy notice to California residents here:&nbsp;<a href="https://www.five9.com/pt-pt/legal" target="_blank">https://www.five9.com/pt-pt/legal</a>.&nbsp;&nbsp;<br></span></p> <p><span data-ccp-props="{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:240}">Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.</span></p></div>