Provisioning Engineer
Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.
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.
Responsibilities:
- Process platform software provisioning requests for customer facing services, allocating telecom resources and features (CNAM, Vanity lookup, SIP Trunk) in accordance with internal procedures and SLAs;
- Manage orders of Local DID, International DID and Toll Free for customers through various carriers’ portals;
- Interact with carriers in order to troubleshoot routing issues with phone numbers;
- Work closely with Operations teams to deliver the complex customers’ features and requests
- Collaborate with Sales, Professional Services, Sales Operations teams to process customer related requests;
- Follow up on pending cases and escalations;
- Collaborate internally and with other teams to ensure efficient workflows, processes, and resource support;
- Monitor for status updates, update corresponding tickets
- Provide updates to customers and internal teams
- Ensure exceptional customer service to both internal and external customers
Required skills:
- Minimum 5 years work experience as Tech Support Engineer, Provisioning Engineer or similar roles
- Accountability and positive team attitude
- Readiness to do repetitive work with accuracy and attention to details;
- Ability to multitask while getting things done;
- Understanding of PSTN, IP-telephony, SaaS solutions and call center specifics;
- Basic knowledge of UNIX/Linux command line interface;
- Experience working via ticketing systems
- Excellent verbal and written English communication skills
Company Benefits
- Company stocks
- Annual merit increase based on performance
- 15% night shift differential pay
- Paid Leave with Cash Conversion
- HMO with free dependents
- Retirement Plan
- Life Insurance
- While on work from home setup: Internet and meal allowance are provided
- Employee Assistance Program for mental and social well-being
- Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)
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.
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Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.