Roles & Responsibilities:

• Develop and execute the contact center strategic initiatives including AI/Gen AI strategy to improve customer experience & optimize business expenses, operational costs.

• Create business case and strategic transformation roadmap based on market trends.

• Help sell and deliver Five9 contact center solutions to clients: Product overview, Partner readiness support, pricing, documentation, first call presentations.

• Drive Partner support activities: A strong focus on nurturing deeper, more strategic relationships with key parties.

• Develop requirements based on leadership input: Performance/Status reporting, Problem Solving and Conflict Management.

Professional & Technical Skills:

• Experience working with Customer Service Operations: Experience in Contact Center channels, leading Customer Service operations assessment/benchmarking, identifying gaps and deriving business case for driving improvements.

• Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing: Experience in Five9.

• In-depth knowledge and know-how of Customer Service Operations: Cross-industry experience, functional and hands-on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using tools like VCC Administrator, Campaigns and IVR scripts.

• Proactively identifying customer needs through a technical benefits assessment: Carefully building the business value of the solution, to assist with overcoming potential objections to proposed technical solutions.

• Knowledge of on-premises, on-cloud, hybrid cloud and cloud economics: This includes pricing strategy of different on-premises and cloud solutions and providing detailed TCO.

• Experience in VCC administration & application experience: Use VCC Administrator, Campaign management tools, Scripts, Five9 Framework Components (such as Multi-Protocol Label Switching (MPLS), CRM integrations, IVA, etc.) or similar solutions.

Job Title: Five9_Level 7_Manager_(Entity -S&C GN)

Management Level: Level 7 - Manager

Location: Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad

Must have skills:

• Five9, CX Transformation, CCaaS Advisory & Solution Architecture, CCaaS Consulting, Business Case Creation & Value Realization, , Industry Solutions Consulting

Good to have skills:

• Consulting experience across any of the CCaaS/Customer Service solutions (Amazon Connect, Nice, Verint, Cisco, Genesys Cloud, Genesys Engage, Sprinklr, Twilio, Salesforce, Servicenow, Adobe, Microsoft Azure, Google Cloud etc.)

Experience: 8+ years

Educational Qualification: MBA from a tier 1 institute