Analytics and Reporting Engineer

About the position

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.

Requirements

• 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.

Nice-to-haves

• 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.

Benefits

• 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.
• 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.