Be an early applicantLess than 25 applicants

Company

Five9 · 5 days ago

Manager, WEM (Platform Engineering)

United States

Full-time

Remote

Senior Level, Lead/Staff

$119K/yr - $166K/yr

8+ years exp

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Call CenterCustomer Service

Growth Opportunities

H1B Sponsor Likely

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Responsibilities

Supporting Custom integration via API, adaptor or direct DB query

Program Leadership: Provide strategic direction and leadership for a portfolio of programs, ensuring alignment with organizational goals and strategic objectives

Stakeholder Management: Build and maintain strong relationships with key stakeholders, including executives, team members, and external partners. Effectively communicate program status, risks, and mitigation plans to stakeholders at all levels

Cross-Functional Collaboration: Collaborate with cross-functional teams to define project scope, objectives, and deliverables. Foster a culture of collaboration and accountability to ensure the successful execution of programs

Resource Management: Effectively allocate resources to support program objectives. Identify resource constraints and work with stakeholders to address any resource gaps

Risk Management: Identify, assess, and mitigate risks throughout the program lifecycle. Develop risk mitigation strategies and contingency plans to ensure successful program delivery

Budget Management: Manage program budgets and financials, including quarterly forecasting, tracking, and reporting. Ensure programs are delivered within budget constraints and seek opportunities for cost optimization. Ensure the team's billable utilization and quarterly revenue targets are met

Quality Assurance: Establish and maintain quality standards for program deliverables. Implement processes and metrics to monitor and measure program performance and quality, ensuring the Five9 WEM team meets or exceeds its NPS target

Continuous Improvement: Drive continuous improvement in program management processes and methodologies. Identify areas for optimization and implement best practices to enhance program delivery efficiency and effectiveness

Team Development: Coach, mentor, and develop program management team members. Provide guidance and support to help team members grow their skills and capabilities

Coordinate with other department leaders to define and prioritize projects to be initialized

Continuous improvement of existing project management office policies and processes

Support Partner Enablement and strategic change initiatives

Articulate the value of Five9’s Professional Services through presentations, demonstrations, and open discussions with customers and prospects

Understand client requirements and design; work with the Implementation and Support Teams to formulate Implementation Plans that meet Customers’ needs

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

WEM solutions experienceAPI IntegrationSQL ScriptingProject ManagementTechnical LeadershipProcess optimizationAgile MethodologySystem DesignTeam DevelopmentCustomer insights interpretationStakeholder ManagementQuality AssuranceCross-Functional Collaboration

Required

Experience implementing WEM and/or Contact Centre solutions with Verint, NICE, Pipkins, and VO products

Detailed knowledge of process optimization methodologies, tools, and techniques, with a record of innovating to resolve problems

Extensive experience leading multi-disciplinary / cross-functional projects

API Integration: Proficiency in integrating various systems using APIs, ensuring seamless data flow and functionality

SQL Scripting: Strong skills in SQL for querying, updating, and managing databases

Project Management: Ability to plan, execute, and oversee projects, ensuring they are completed on time and within budget

Technical Leadership: Leading and mentoring a technical team, providing guidance and support

Problem-Solving: Identifying and resolving technical issues efficiently

Communication: Excellent verbal and written communication skills to interact with both technical and non-technical stakeholders

Agile Methodology: Experience with Agile practices to manage and deliver projects iteratively and incrementally

System Design and Architecture: Designing robust and scalable systems that integrate with Verint and other platforms

Process-orientated with excellent attention to detail

Able to interpret and act on customer insights, highlight knock-on effects, and escalate where appropriate

Excellent written and verbal skills

Expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and understanding clients’ needs are imperative

Proven experience in managing PS Teams

Self-starter possessing excellent time management skills and be able to manage multiple implementation and sales activities simultaneously

8+ years’ experience in a senior technical role

BA/BS or equivalent experience

Programing / or SQL Qualification

Benefits

Health, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion of the health, dental and vision coverage 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.

Employee discounts based on needs and interests—from everyday essentials to big ticket purchases all access through our Five9 Discount Hub.

Generous employee stock purchase plan.

Paid Time Off

Company paid holidays (including a winter break in the US at the end of the year)

Annual paid volunteer hours

12 weeks paid parental leave

Company

Five9

Glassdoor

4.2

Five9 is a cloud-based call center software company that specializes in sales, marketing, and customer service. It is a sub-organization of Five Rivers Solutions.

Founded in 2001

San Ramon, California, USA

1001-5000 employees

http://www.five9.com

H1B Sponsorship

Five9 has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

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Trends of Total Sponsorships

2023 (8)

2022 (21)

2021 (16)

2020 (15)