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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 logo
Five9 Large https://www.Five9.com/
1001 - 5000 Employees
About Five9
Five9 is an industry-leading provider of cloud contact center solutions, bringing the power of cloud innovation to more than 2,000 customers worldwide and facilitating billions of customer engagements annually. The Five9 Intelligent Cloud Contact Center provides digital engagement, analytics, workflow automation, workforce optimization, and practical AI to help customers reimagine their customer experience. Designed to be reliable, secure, compliant, and scalable, the Five9 platform helps increase agent and supervisor productivity, connects the contact center to the business, and ultimately deliver tangible business results including increased revenue and enhanced customer trust and loyalty.
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, 13th 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.

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

SQL (Programming Language)Microsoft Windows SDKWeb ServicesJavaScript EngineCustom BackendEffective CommunicationHttp ProtocolsPython (Programming Language)

Other Skills

  • Open Mindset
  • Troubleshooting (Problem Solving)
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