CM
Automation Engineer at CMC programming and debugging PLCs while developing control systems. Working with electrical schematics and modern HMI interfaces for automated manufacturing.
About the role
- Engage with customers to acquire a rich understanding of their problems, needs, and goals
- Deliver AI & Custom Services projects
- Design and configure applications on the Five9 platform for each customer’s unique requirements, often with integrations to third party platforms
- Provide customers with configuration advice and problem resolution on Five9 product
- Give customized training to ensure customers have a thorough understanding of these solutions
- Perform consulting engagements and effectively communicate with both internal and external stakeholders
- Lead technical sessions and become a trusted advisor to decision makers while demonstrating mastery of the technical domain
- Handle pre-sales Statement of Work requests from creation to design document handoff, including gathering true business requirements, determining level of effort for a project, and documenting a target solution
- Problem-solve unique and challenging customer requirements and build to specification via Five9 software while being mindful of platform boundaries
Requirements
- Bachelor’s degree (or its foreign degree equivalent) in Computer Science, Engineering, a related technical discipline, or equivalent experience
- Minimum three (3) years of experience in a customer-facing position
- Ability to listen to a customer’s request, separate the problem from the requested solution, visualize the available options and communicate the available options efficiently and distinctly
- Self-starter possessing excellent time management skills; able to manage multiple activities simultaneously while requiring little or no oversight and/or direction
- Excellent English verbal and written skills
- Ability to learn new skills quickly and digest new product features without assistance
- An expert at developing positive and productive relationships with people
- Passion for continuous improvement both technically and professionally
- Knowledge of and experience implementing intelligent virtual agents, natural language understanding engines such as Google Dialogflow, Amazon Lex, IBM Watson, or Agent Assist platforms
- Knowledge of modern API standards (SOAP, XML, REST, JSON) and experience integrating to them
- Willing to travel up to 10% nationally with occasional international travel possible (valid passport required)
- Preferred: Familiarity or technical certification in SaaS, IaaS, PaaS, networking, CRM, ACD, IVR and call center practices; technical certifications such as Google Cloud Platform, Amazon Web Services or Salesforce
- Preferred: Experience working on enterprise deployments involving multiple vendors
- Preferred: Strong combination of technical call center expertise, client development, and configuration experience
- Preferred: Creativity in solution architecture and design
Benefits
- Health, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion and shares a high portion of the dependent cost.
- Short & Long-Term Disability
- Basic Life Insurance
- 401k saving plan with employer matching
- Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
- Generous employee stock purchase plan
- Paid Time Off, Company paid holidays, paid volunteer hours, and 12 weeks paid parental leave
- Annual performance bonus, stock, and/or other applicable incentive compensation plans
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