GN - SONG - Service - Five9 - Consultant

Job Title - Five9_ -Consultant _Entity ( Strategy and consulting)

who solves customer facing challenges at clients spanning sales, service, and marketing to accelerate business change.

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

Must have skills: Five9 Cloud, Contact Center Analyst/Consultant, Functional CCaaS Consultant, Technical CCaaS Consultant, Industry Consultant, CCaaS Team Lead, CCaaS Design Lead

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: 4-8years

Areas of Work: Five9- Solution Consulting, Pre-Sales & Implementation

Location: Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad | Years of Exp: 4-8 years

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Technical exposure to contact center and overall customer service areas: In depth understanding of Five9.

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Plan, design, implementation, configuration of Five9

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Experience with IVR, IVA, Outbound Voice, Email, social media, Chat, Video and (a)synchronous messaging services

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Integrate Five9 with enterprise systems, including CRM and other third-party applications.

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Developing custom applications using Five9 platform SDK/APIs

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Work Experience related to CICD tools.

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Functional Experience:

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Ability to analyze and suggest recommendations around contact center's functions, products & technology solutions covering AI & Gen AI solutions (IVA, etc.) to enhance customer interactions.

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Industry Experience: Knowledge & Experience in any industry divisions such as Communication Media & Technology, Financial Services, Health & Public Services, Products & Resources

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Apply understanding of industry specific Customer Service processes: Possess a solid and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, social media etc.)

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Deploy thorough understanding of Five9 Architecture/Framework: Leading-edge expertise in implementing multichannel center applications using Five9 tools including VCC Administrator, Campaigns and IVR scripts

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