🛠 Tech Stack

💼 About This Role

You'll serve as the primary point of contact for Five9 Managed Services customers, overseeing day-to-day operations, performance, and governance. Your core impact will be managing service transition and incident management to ensure a world-class customer experience.

🎯 What You'll Do

• Serve as primary customer contact for Managed Services including technical account management
• Develop and oversee communication plans between Five9, customers, and partners
• Build and manage Day2 Service Implementation work streams using PMP and Agile
• Deliver Five9 Managed Services Reporting (weekly, monthly, quarterly)

📋 Requirements

• ITIL methodology experience with emphasis in Service and Incident Management
• Reporting and analytics experience with understanding of KPIs
• 5+ years of relevant experience in ITIL Process Design or ITSM
• Ability to work with technical leads to develop solutions from concept through implementation

✨ Nice to Have

• PMP or Agile/Scrum Project Management certification
• Experience with Contact Center and its associated telephony and architecture

🎁 Benefits & Perks

• 🏖️ Remote work
• 🏥 Health insurance
• 💰 Competitive salary
• 📈 Stock options
• 🏆 Bonus potential

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Hiring Manager Interview· 60 min
3. 3Technical Interview· 60 min