Five9

Five9 provides businesses reliable, scalable, and secure cloud contact center software designed to create exceptional customer experiences, increase agent productivity, and deliver tangible business results.
We are driven by a passion to transform contact centers into customer engagement centers of excellence. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud.

Five9 is building its Business Consulting practice and is looking for an experienced individual with a contact center consulting background and digital expertise to help prospects and customers realize their CX potential and achieve corporate objectives and transformation initiatives.
Key Responsibilities:

Assist in establishing the business consulting practice, including defining the engagement process, creating required documents and artifacts, and proposing relevant performance metrics
Partner with the Five9 Sales, Account Management and Services organizations to identify and pursue business consulting opportunities
Foster value with business executives, decision makers and organizational influencers by focusing on our customer’s business mission and drivers, metrics and current operational challenges
Through a consultative approach and assessment uncover and benchmark existing operations and cost models and develop/ ROI with Cloud transformation
Conduct interviews, collect data and facilitate workshops to understand a customer or prospect’s current operational and/or technology challenges, market drivers and corporate objectives
Document and present findings and recommendations to organizational stakeholders
Continually seek opportunities to increase customer satisfaction and deepen relationships by interacting effectively at all levels of the organization
Establish and maintain lines of communication with internal stakeholders on key initiatives
Work with Five9 Marketing and Product Managers to influence new products and/or solution requirements

Key Qualifications:

Education – Bachelors or Equivalent Experience Preferred
Years of experience – 8+ Years Preferred
Contact Center practical and management experience in operational and/or technical disciplines
Previous consulting experience strongly preferred
Experience with contact center digital transformations (i.e. IVA, omnichannel) and/or premise to cloud migrations a plus
Finance and Healthcare vertical experience strongly preferred
Extensive on-site and web-based presentation experience and skills
Exemplary verbal, written and presentation skills with the ability to foster effective, trusted relationships
Ability to Travel (40-60%)

Learn more about our Employee Benefits offerings and other perks here.

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Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.
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Our headquarters are located in the beautiful Bishop Ranch Business Park in San Ramon, CA.