Senior Operations Specialist - Ai & Custom Services

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. 

Our Professional Services team continues to grow and expand our reach, skills, and resources and we are seeking an Operations Specialist for our AI & Custom Services (AiCs) team. This role will provide key oversight across the team to consistently deliver quality implementations of our AI products and custom solutions, with effective utilization and responsible execution. Responsibilities include oversight of our pre-sales activities, implementation projects, internal reporting to leadership, operations and finance, and contractor relations and staffing. This position will report to the AiCs Operations Manager and should expect to work closely with a variety of leaders across the team.

Responsibilities

• Overseeing daily activities of the IVA, Agent Assist, AI Tuning and Custom Solutions case and project queues.
• Assisting with training and oversight of timecard entry, PSA procedures and other processes set by leadership, operations and the PMO.
• Supporting leadership with performance evaluations using PS tools such as Five9 Studio, VCC, Monday.com, PSA (Salesforce), Lucid Chart, etc.
• Ensuring quality and completeness of deliverables from contractor resources
• Maintaining and updating documented processes and procedures
• Assistance with implementation of PS business strategies.
• Reviewing Professional Services Automation tool data such as timesheets and projects to ensure adherence to department standards.
• Coordinating effectively with other internal teams and stakeholders to prioritize and staff customer projects, presales efforts or drive process improvement.

Qualifications

• Bachelor's degree in business administration or a related field, or equivalent work experience
• Minimum 5 years experience in professional services management or a closely related role
• Excellent leadership and management skills
• Strong analytical and problem-solving skills
• Ability to work under pressure and meet deadlines
• Excellent communication and interpersonal skills
• Proficiency in Microsoft Office applications, Salesforce, Monday.com, Jira / Confluence
• Knowledge of industry standards and regulations
• Ability to multitask and prioritize tasks efficiently
• Strong attention to detail and accuracy

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.