Process Optimization 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. 

The Process Optimization Analyst will utilize data-driven insights to identify opportunities for improvement and implement strategic initiatives to drive business growth. They will support a wide range of projects and enterprise applications while collaborating closely with management teams and business leaders. The ideal candidate will possess strong analytical skills, attention to detail, and the ability to collaborate cross-functionally to achieve organizational goals.

Key Responsibilities

• Perform cost and benefit analyses of business processes, systems, and workflows to identify inefficiencies and areas for improvement.
• Coordinate with cross-organizational stakeholders to ensure that the business requirements are accurately captured, understood, and translated into functional specifications.
• Lead the planning, execution, and delivery of strategic projects, ensuring adherence to project scope, timelines, and budgets.
• Measure project performance to track progress against goals, implement best practices, and present lessons learned to ensure successful delivery of scalable processes.
• Provide invaluable insights to business leaders by scoping and building dashboards using various platforms like DOMO, Salesforce, and Excel.
• Design and synchronize relational database structures using database management and SQL concepts.
• Participate in M&A activities, system integrations, data management, and upgrades and integrations of ERP systems.
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Required Skills

• Bachelor’s Degree in Business Administration, Finance, Computer Science, Information Systems, or similar disciplines.
• 1-3+ years of related work experience involving finance, operations and reporting within a contact center environment.
• Experience with process improvement methodologies such as ISO, Lean, Six Sigma.
• Proficient in MS Visio, Project, Access, Excel, and SQL Server as well as the design and support of automated reconciliation tools such as AutoRek, Intellimatch, OO Analysis and Design, UMLJob Summary.
• Proven experience in strategic project management, with a track record of successfully delivering complex projects on time and within budget.
• Comfortable operating independently and delivering on commitments in ambiguous, fast-changing environments.
• Basic knowledge of one or more end-to-end systems development life cycles (i.e., waterfall, iterative and other modern approaches to software development) and conversion methodologies

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 50 miles of our San Francisco or San Ramon locations, this role will be Hybrid. 

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As part of our continued commitment to diversity, equity, and inclusion, Five9 supports pay transparency during the entire recruitment process.  Actual compensation packages are based on several factors that are unique to each candidate including, but not limited to: skill set, depth of experience, certifications, and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States. Your recruiter can share more about the specific compensation package during your hiring process.

Additionally, the total compensation package for this position may also include an annual performance bonus, stock, and/or other applicable incentive compensation plans.

Our total reward package also includes:

• Health, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost. We also offer Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching.
• Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
• Generous employee stock purchase plan.
• Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.

All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties.

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. 

Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia. 

View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.  

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