Technical Solutions Specialist - Network/Telecoms
The Technical Solutions Specialist at Five9 is responsible for diagnosing and resolving complex network and telecom issues using advanced analytical tools and techniques. This role requires the ability to analyze data, manage escalations, and present technical insights to management. The specialist collaborates with cross-functional teams to drive process improvements, enhance performance, and share best practices across the organization.
Key responsibilities include utilizing advanced diagnostic tools such as Wireshark, LogicMonitor, Razor, Empirix, Netscore, ThousandEyes, and Looker to identify and resolve complex network and telecom issues. The specialist will leverage data analytics platforms like Salesforce and Domo to interpret network and telecom data, identify patterns, and recommend performance improvements. Additionally, the role involves translating technical findings into actionable insights and delivering presentations to management, managing and resolving internal escalation calls from cross-departmental teams, and examining escalation trends and root causes to identify process improvement opportunities.
Candidates should have at least 5 years of professional experience, with a minimum of 3 years working in network and telecom analysis or a related role. Proficiency in troubleshooting complex technical issues, strong data analysis skills, and exceptional communication and presentation abilities are essential. Knowledge of contact center operations is also required. Preferred qualifications include experience with platforms such as Salesforce and Domo, advanced knowledge of diagnostic tools, relevant certifications like CCNA, CCNP, or ITIL, and proven experience in handling escalation calls and conducting trend analysis to drive improvements.
Five9 offers a comprehensive benefits package, including company stocks, annual merit increases based on performance, 15% night shift differential pay, paid leave with cash conversion, HMO with free dependents, a retirement plan, and life insurance. While on a work-from-home setup, internet and meal allowances are provided. The company also offers an Employee Assistance Program for mental and social well-being, along with government-mandated benefits such as SSS, PhilHealth, PagIBIG, 13th month pay, solo parent leave, and special leave for women.
Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. The company fosters a team-first culture that enables innovation, growth, and thriving together. Five9 celebrates diversity and fosters an inclusive environment, empowering employees to be their authentic selves.