Custom Reports Architect

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 Architect 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. This is a key position in our Professional Services organization and will report directly to the Senior Director of Custom Reports Development.

The ideal candidate will:

• Collaborate with Five9 Clients, Professional Services and Customer Support personnel to gather and refine requirements, design, and document custom reports’ scripts to be development by the Custom Report Engineer
• Lead new services, initiatives and custom requirements for internal and external customers through business planning to productizing.
• Lead key projects providing guidance and best practices of development of tools and custom reports.
• Continually seek new opportunities for growth and expansion including new services or ways to fulfill ongoing Customer demands.
• 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.
• Articulate the value of Five9’s Professional Services through presentations, demonstrations and open discussion with customers, prospects, and Five9 Sales.
• 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

• 5+ years in reporting analysis
• 5+ years in report database analysis and SQL
• Previous experience in telecommunication technologies in data analytics.
• Previous experience in ETL development and data integration to varying systems. …