Five9 Cloud Consultant, Bengaluru, Aeries Technology Group

Five9 Cloud Consultant, Bengaluru, Aeries Technology Group

Details + Details -

  • Job type: Full time
  • Contract type: Permanent
  • Salary type: Monthly
  • Occupation: Five9 cloud consultant

Location + Location -

  • Country: India
  • Region: Karnataka
  • City: Bengaluru
  • Address: Bengaluru

Description + Description -

Aeriesis in the business of enabling mid- technology product companies, to scale and optimize their business. At Aeries, we have unique engagement models with our clients that are collaborative and partnership- centric in nature. One such model is this Global Technology Center that has been 'Purpose Built' for our partner - Constant Contact.From a career perspective, the advantages of working within our GTC is that you will be working in an organization that is a virtualextension of client's enterprise, including their culture. You will be treated as a Constant Contact employee, directly working, anddelivering on Constant Contact's business-critical projects.Read about us atAbout Constant ContactConstant Contact is a technology product company, headquartered in Waltham, Massachusetts, United States. We are one of the top 2 providers of email marketing, social media marketing, event marketing, and online survey tools.We support 0.5 million SMBs to grow their businesses by building stronger relationships with their customers, with a wide range of intuitive marketing applications designed to help small businesses and nonprofits expand their customer bases and nurture relationships.Read about us atThe Top 5 Reasons to join us:Work for a technology-product MNC(multinational company), with focus on research and development in an MNC work culture. You will have eligible to participate in all Constant Contact's L&D programs (Learning & Development) programs to provide you the best opportunities in career enhancementWork with the leader in the Digital Marketing industryAs the top 2 players in this space - you will be learning from the best in this industry,providing you with challenging work and cutting-edge technology solutionsBe part of the booming industryDigital marketing industry is growing at a CAGR of 17.6%, to reach USD $807 billion by 2026.Fast track your career at Constant ContactBy joining us during this initial phase of the GTC, you have the potential to learn and grow quickly. There are more than 200 positions to be filled.A flexible work scheduleA priority for us to ensure our employee's work-life balance. Talk to us about our Hybrid work model.Constant Contact is in the process of implementing a new ACD/UCaaS, Contact Center solution with Five9 Inc. The objective is to deliver a fully integrated platform with our CRM-Salesforce, ERP-Netsuite, metrics and reporting with Snowflake and Qeymetrics, WFM-Nice-IEX and Speech Analytics with Gong. We plan to fully leverage Five9 for the following functions and technologies IVR/IVA, Speech Analytics, QM, and Securepay. The Contact Center will leverage self-service and Omni-Channel capabilities.Key Responsibilities:.Support our contact center using Five9 cloud-based solutions including but not limited to inbound/outbound call routing, IVR/A, Workforce Management Integration,Call Recording, and Speech Analytics..Demonstrate understanding of customer and sales service domain, contact center platforms and architecture, ACD/UCaaS tools and technologies.Maintain the telephony environment to assure delivery of Cloud applications, voice and customer connectivity and availability to target 99.99% SLA.Responsible for performing Daily MAC (Moves, Adds and Changes) for our Sales and Support teams including but not limited to basic IVR programming, routing development and changes, skilling and on-boarding of new agents..Adherence to security and compliance requirements..Implementation of approved change requests in line with the customer change management process..Develop and maintain telecommunications policies, procedures, and standard work.Execute, document platform's administrator changes.Act as the Five9 subject matter expert.Work with internal cross-functional IT teams (Network, Security, Desktop, service desk etc.), vendor and end users to provide accurate and effective resolutions to issues on the various components of the Five9 platform and integrations..Work with CTCT NOC regardingIncident Management,bringing resolution toincidents and ensuring communication to key stakeholders, business partners and the IT organization..Escalate issues that require executive attention.Perform analysis and documentation for complex call flows and implement.Work with business users, stakeholders to assess, document business requirements on new initiatives andprojects (ex. Self Service functionality).Advice and assist the Contact Center business groups, Support and Sales, on Five9 development for new IVR scripting, changing intents and menu modifications..Manage coordinate, support and operations of key integrations with SecurePay, Gong, SalesForce, Qeymetrics and other systems..Coach, mentor, and train other business and IT members on use of the various components of the Five9 platform.Participate in on-call as necessaryQualifications:.BA/BS degree in Business, Computer Science, Management Information System, or related minors in Telecommunications degreespreferred.5+years direct work experience in Contact Center application support..Demonstrated analytical background, experience managing vendor contracts and implementations.Deep knowledge of contact center applications. (Preferably Five 9).Experience with and access to Google Suite of products, GMail, Sheets, Slides, Meet and Chat.Knowledge of Omni-Channel Technologies.Knowledge of ITIL processes and service delivery.Comfortable presenting to clients and providing technology demos.Excellent verbal and written skillsMinimum 5+ years technical, hands on experience with focus on various Contact Center technologies & solutions (specific focus on Five9, Nice-IEX, CRM-Salesforce)..Experience with IVR scripting.Understands requirements specific to deploying IP telephony across Cloud, LANs and WANs.Excellent written and verbal skills in English..Ability to thrive in a highly collaborative, team-oriented environment.Must have a detailed, working and theoretical knowledge of voice and data communications, including traditional switching, signaling and routing systems to include SIP, TCP/IP, MPLS etc.Knowledge of telecom principles and terminology including DIDs, Toll Free numbers, LATA OCN and NPA-NXX etc..Experience with International Routing including ITFS, iDID's and local termination policies

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Presented By: Aeries Technology Group