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Subject Matter Expert (Software Developer)

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

Philippines

Five9 Large https://www.Five9.com/

1001 - 5000 Employees

See more Five9 offers

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.

Subject Matter Expert (Software Developer)

Principal Duties and Essential Responsibilities:

Consume different types of API Web-Services particularly SOAP and REST API’s using any programming language
Adapt and understand new Five9 integrations with other platforms
Accurately document technical issues, escalations and customer interactions
Translates codes used for creating the software system for another engineer’s reference
Updates Knowledge Articles (Internal/External)
Diagnoses problems accurately and works to find appropriate solutions in a timely manner
Investigate existing software to detect errors for software improvements
Proactively do trend analysis in an attempt to offer preventative solutions and eliminate recurring problems.
Conduct software system testing for new products and provide feedback as necessary
Will be cognizant of all known service outages and will maintain awareness of all maintenance / software product changes that could impact customers.
Will work cross functionally in a customer facing capacity, and coordinate with internal organizations with Five9.
Work within a 24x7x365 support environment.
Job requirements are subject to change based on management discretion.

Preferred Requirements:

3 + years of related experience programming field
Deep understanding of HTTP protocol is a must
Knowledge on debugging Web applications using browser developer tools
Experience in JavaScript and consuming JavaScript based SDK’s
Experience with services API development as well as creating REST and JSON APIs
Experience with at least one backend programming and scripting languages Python, Bash, etc.
Comfort and experience using SQL (any dialect) to extract and manipulate data
Experience with HTML and CSS
Ability to read, understand and write code samples to reproduce customer issues
Strong troubleshooting skills including the ability to read and understand logs and stack traces
Ability to research using internal knowledge bases and public-facing documentation ( Developers, StackOverflow, etc.)
Knowledge of contact center operations.
Must possess strong technical call center skills preferably in a technical support or customer service role.
Experience with SaaS model and applications

Company Benefits:

Company stocks
Annual merit increase based on performance
15% night shift differential pay
Paid Leave with Cash Conversion
HMO with free dependents
Retirement Plan
Life Insurance
While on work from home setup: Internet and meal allowance are provided
Employee Assistance Program for mental and social well-being
Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13^th month pay, Solo parent leave, Special leave for women)

#LI-MB1

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.

Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.

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.