Analytics and Reporting Engineer at Five9 in San Ramon, California

Job Description:

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 Five9 Analytics and Reporting Engineer will be responsible for requirement gathering, development, testing, and deployment activities for the purpose of delivering custom reports, services, and/or functions based on the Five9 Analytics and Reporting products. This includes collaborating with other Five9 team members and external clients. As a key contributor to the Five9 Analytics and Reporting Team, we are looking for individuals that understand the value of teamwork, have a positive "can do" attitude and are motivated to help us delight our customers and grow our business.

Responsibilities:

• Engage with customers, to develop customer requirements for the purposes of delivering custom reports, services, and/or functions based on the Five9 Analytics and Reporting product suite; this effort may include driving customer requirements through detailed feedback and suggestions.


• Ensure projects are delivered on time.


• Learn Customer application and solution design and documentation.


• Help to ensure the overall technical quality of the solution.


• Support Professional Services Team from a knowledge standpoint.


• Ability to collaborate closely with team members and other functional organizations, maintaining collaborative dialogs as well as proactively providing status updates for major initiatives.


• Ability to work both as part of a team and autonomously.


• Ability to provide support for solutions on an as needed basis.


• Ability to learn and master new Software packages, Software versions as needed.

Qualifications:

• Demonstrated ability to identify and understand issues and resolve customer inquiries quickly and effectively.


• Demonstrated intermediate skills with the standard features of various word processing and spreadsheet software (Microsoft Word and Excel, PowerPoint, Outlook, Internet, and other proprietary software)


• Superior interpersonal and oral/written communication skills with the ability to relate well and cooperate with others to effectively coordinate activities and accomplish goals.


• Good working knowledge of both historical and real-time report building.


• Hardworking with a positive attitude.


• Professional demeanor.


• Desire to grow and succeed in a fast-paced growing organization.


• Strong attention to detail.

Education/Experience:

• Bachelor's Degree or comparable work-related experience


• Intermediate understanding and practicing knowledge of Microsoft SQL Server Management Studio and T-SQL


• Cisco ICM/IPCC/UCCE or other relevant contact center/WFM experience a plus.


• Strong understanding of contact center reporting and operations preferred.

Work Location: This role is fully remote for candidates who reside outside the 50 mile radius of our San Ramon office. For candidates who reside within 50 miles of our San Ramon location, this role is Hybrid and would require 3 days a week (M, W, TH) in our San Ramon office.

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.


• Employee discounts based on needs and interests-from everyday essentials to big ticket purchases all access through our Five9 Discount Hub.


• Generous employee stock purchase plan.


• Paid Time Off, Company paid holidays (including a winter break in the US at the end of the year), annual 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.

The US base salary range for this role is below. $90,900—$127,600 USD

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.

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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.

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