Technical Support Engineer

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.

Role Overview

We are looking for a highly motivated Technical Support Engineer to manage day-to-day operational activities related to Moves, Adds, Changes, and Deletions (MACD) along with production support for enterprise contact center environments.

The role involves handling service requests, configuring contact center solutions, supporting production incidents, and ensuring timely resolution of issues while meeting defined SLAs. The ideal candidate should possess strong analytical skills, effective customer communication abilities, and hands-on experience with contact center technologies and integrations.

Key Responsibilities

As a Technical Support Engineer, you will:

Process and manage MACD (Moves, Adds, Changes, and Deletions) requests through ticketing systems

Configure and implement changes in contact center environments as per customer requirements

Validate configurations and ensure successful completion of service requests

Track request status and ensure adherence to SLAs

Understand customer business requirements and translate them into scalable technical solutions

Act as a Product SME (Subject Matter Expert) during customer discussions, deployment planning, and solution rollout activities

Communicate deployment and configuration approaches effectively with both business stakeholders and technical teams

Configure, integrate, validate, and deploy software components in customer production and non-production environments

Work closely with cross-functional teams including Product Engineering, Cloud Operations, QA, and Support teams during deployment and configuration activities

Perform solution validation, system integration testing, UAT support, and production readiness verification

Create and execute test cases based on business scenarios and customer requirements

Troubleshoot deployment, configuration, integration, and production issues in a structured and analytical manner

Prepare deployment documents, runbooks, solution design documents, and operational handover documentation

Support production migrations, upgrade activities, and post-production stabilization activities

Provide customer training, knowledge transfer sessions, and solution design walkthroughs

Participate in customer calls, status reviews, and technical discussions to ensure successful project delivery

Monitor service request milestones and proactively identify risks, dependencies, and mitigation plans

Ensure adherence to deployment and configuration standards, security practices, and operational best practices

Qualifications & Skills

Contact Center Knowledge

Strong understanding of contact center technologies and omnichannel communication platforms

Experience working with contact center solutions such as any of these:

Cisco UCCE

Amazon Connect

NICE InContact

Twilio

Avaya

Genesys

Five9 or similar platforms

Understanding on Contact Center Components

Dialers

ACD

IVR

CTI

Campaign Management

Agent Desktop Integrations

Technical Skills

Experience with outbound contact center products and campaign management workflows

Strong troubleshooting, analytical, and problem-solving skills

Ability to derive solution approaches and prepare technical solution design documents

Hands-on experience in SQL is mandatory

Familiarity with REST APIs, JSON, Postman, and API-based integrations

Knowledge of log analysis, monitoring, and production issue troubleshooting

Exposure to automation, scripting, or deployment tools is an added advantage

Communication & Customer Handling

Strong communication, customer handling, and stakeholder management skills

Good listening, comprehension, and consultative engagement skills with customers

Willingness to work in customer-facing environments and support critical deployment activities when required

Additional Experience

Experience in cloud-based contact center deployments

What We Expect

Ownership mindset with strong accountability toward customer success

Ability to work during critical production activities

Proactive communication and coordination across teams

Strong focus on quality, stability, and operational excellence

Continuous learning mindset with interest in new technologies and evolving contact center platforms

Shift: Night Shift Work Mode: Work from office

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