Implementation Manager I

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. 

Reporting to the Supervisor of the Professional Services team, you will perform project tasks such as system configuration, training, documentation, and customer follow-up.  You will handle several projects simultaneously, providing expert recommendations for Contact Center Solutions in a technical or consultative role.

• Manage and handle the implementation of multiple projects, ensuring that all tasks are completed on time with little to no oversight.
• Develop a project plan by setting proper timelines for project tasks, including requirements gathering, configuration, product training, solution testing, and production rollout, with an average cycle of 20 to 30 business days.
• Complete customer-facing documentation throughout the implementation process- such as meeting presentations, workbooks, sign-off agreements, etc.
• Configure VCC application according to specifications provided by Five9 Business Analyst while following best practice guidelines.
• Participate in extended learning opportunities with multiple vendors to increase skill and knowledge within the role. This includes but is not limited to the following:
  • Integrations with Five9 partners (Salesforce, Zendesk, etc.)
  • Digital Channel (Chat/Email/SMS)
• Develop and maintain positive and productive relationships with clients; good communication skills and understanding clients’ needs.
• Receives periodic and general instructions on new assignments.

• Minimum 2 years of experience in an Implementation (Professional Services), Functional Consultants/ Implementation Consultants/ Professional Services Consultant position - Call Center industry experience is highly desired.
• Has excellent verbal and written communication skills (English)
• Knowledgeable of Internet technology, hosted solutions (SaaS), VoIP, and Call Center practices.
• With at least 2 or 3 successful project implementations related to SaaS Or CRM (Salesforce, Zendesk, ServiceNow, etc.) is desired.
• Trainable in industry-related services and best practices.
• Preferably graduate of IT or related technical course.

Key Skills:

• Must be an independent self-starter possessing excellent time management skills and be able to manage multiple implementation activities simultaneously.
• Able to build collaborative relationships with supervisors and peers; able to delegate responsibilities with ease; able to provide constructive feedback and praise; able to understand and educate others.
• Able to prioritize multiple responsibilities and deliver on commitments, comfortable working in a dynamic environment.
• Willing to work in a permanent night shift schedule.
• Technical skills.
• Leadership skills.

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. 

View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.  

Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.