Custom Reports Analyst

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. 

To complement our rapid growth, we are actively looking for a talented and experienced Custom Reports Analyst for the Professional Services Custom Reporting and Analytics team.  In this role, you will be responsible for consultative performance in all areas related to solution development and implementation in the Five9 offered data customization and reports to clients. 

The ideal candidate will:

• Be the client facing contact to gather and refine requirements, design, and document requirements to be used by the Report Engineer to develop custom reports’ scripts.
• Lead key projects providing guidance and best practices of report design and solution.
• Be an effective communicator (verbal and written)

Key Responsibilities 

• Constantly interact with Five9 Clients, Customer Support and Professional Services departments in order to set specifications, formulate and analyze reporting requirements and troubleshoot.
• Be conduit between Five9 clients and Custom Reports Engineers to interpret clients reporting, data analysis requirements and translate to Five9 database/reporting structure.
• Act as SME for custom reports and internal tools products and offerings and manage service delivery.
• Understand client requirements and design; work with key stakeholders to help formulate templates, SOW’s/contracts, technical designs and Implementation Project Plans that meet the needs of the business.
• Proactively recognizing and communicating challenges, managing expectations and escalations with effective and relevant communications, managing project changes and providing contingency plans that enable customer success.

Key Requirements

• 3+ years in reporting analysis
• Strong knowledge of SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices
• Ability to communicate efficiently.
• Must be able to manage multiple activities simultaneously and on your own while requiring little or no oversight.
• BA/BS or equivalent experience.
• Previous experience in ETL development and data integration to varying systems a plus.
• Avaya CSM experience a plus
• Existing Five9 reporting knowledge a plus.

Travel

• Some travel could be required – approx. 20% - 35%

This role is fully remote for candidates who reside at least 50 miles away from our San Francisco or San Ramon office locations. For candidates who reside within …