Senior Professional Services Engagement Analyst

📋 Description

• Receive, scope, and draft SOWs for complex requests.
• Work on Enterprise and Commercial customer SOWs.
• Develop Technical Design Documents with effort estimates.
• Gather requirements and define delivery timelines.
• Provide technical guidance to the PS SOW team.
• Negotiate customer-facing SOW redlines.

🎯 Requirements

• Self-starter with strong time management and multi-tasking.
• 5+ years in contact center; 2+ years in VCC PS or Sales Eng on Five9.
• Experience with Five9 systems for PS requests.
• Experience with TDM/VoIP CC solutions (Genesys, Avaya, Cisco, etc.).
• CRM/lead mgmt: Salesforce, Siebel, NetSuite, Oracle Cloud, Zendesk.
• Web Services: SOAP, XML, HTTP, and regex; BA/BS.

🎁 Benefits

• Health, dental, and vision coverage starting day one.
• Mental health support with therapy and coaching resources.
• Generous employee stock purchase plan.
• PTO, holidays, volunteer hours, and 12 weeks paid parental leave.