[Remote] Senior Professional Services Engagement Analyst

Note: The job is a remote job and is open to candidates in USA. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. The Senior Professional Services Engagement Analyst role involves working with customers to scope and develop Statements of Work (SOW) for custom requests, requiring specialized technical knowledge and writing skills. Responsibilities include managing customer expectations, delivering technical design documents, and providing guidance to team members.ResponsibilitiesAnticipate and respond to customer questions regarding the scope of workCommunicate reasonable and accurate timelines associated with the delivery processProtect Five9’s interests and exposure related to contracted services and deliverablesCommunicate and document the customer and Five9 obligations for the engagementDemonstrate proficiency by utilizing appropriate language in Five9 SOW contractsProvides technical and process guidance to other PS SOW team membersManage and negotiate customer facing SOW redlinesThink critically and creatively while remaining flexible and within the bounds of established Five9 processEstablish and maintain competency related to Five9 products, including external third-party productsDelivery of SOWs for requests requiring advanced technical proficiency in Five9 products and services including but not limited to the following:Advanced IVR development work for Enterprise AccountsCustom-developed PS Assets such as Secure Payment CaptureAdvanced Five9 CRM integration for a variety of third-party platforms (i.e. Salesforce, Netsuite, Zendesk, Zoho and other providers)Advanced (WFO) Custom Report development requestsAdvanced Five9 VCC ConfigurationSkillsMust be a self-starter possessing excellent time management skills; Able to manage multiple activities simultaneously while requiring minimal oversight and/or direction5+ years of Contact Center experience, with a minimum of 2 years in VCC implementation, Professional Services, Technical Account Manager or Sales Engineering roles on the Five9 platformMust have experience with Five9 proprietary systems for receiving, responding to and tracking requests for Professional ServicesExperience with implementing TDM and/or VoIP Contact Center solutions (Genesys, Avaya, Cisco, Aspect, LiveOps, Contactual, InContact, Interactive Intelligence and/or CosmoCom)Strong knowledge of CRM and Lead Management solutions (Salesforce, Siebel, NetSuite, Oracle Service and Sales Clouds, Velocify and/or Zendesk is required to assist with the scoping of custom integrations for these vendorsProficient experience with Web Services and knowledge in SOAP, XML and with HTTP and Regular ExpressionsBA/BS or equivalent experienceMust possess a strong combination of project management and technical contact center skills along with excellent Customer communication skillsStrong knowledge of SaaS, Networking, Internet concepts, CRM, WFO, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Contact Center practices – Experience with NICE Monitoring and IEX WFM are a plusExcellent verbal and written skillsBenefitsAnnual performance bonusStockOther applicable incentive compensation plansHealth, 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 DisabilityBasic Life Insurance401k saving plan with employer matchingAccess 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 planPaid Time OffCompany paid holidaysPaid volunteer hours12 weeks paid parental leaveCompany OverviewFive9 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. It was founded in 2001, and is headquartered in San Ramon, California, USA, with a workforce of 1001-5000 employees. Its website is http://www.five9.com.Company H1B SponsorshipFive9 has a track record of offering H1B sponsorships, with 4 in 2026, 13 in 2025, 15 in 2024, 13 in 2023, 20 in 2022, 15 in 2021, 15 in 2020. Please note that this does not guarantee sponsorship for this specific role.