Parius Futch

Understand our Customer's business challenges. Provide well-informed guidance regarding the application of the Five9 platform and other supporting technologies to help Customers succeed.

· Partner with Five9 Operations, Infrastructure, Development, Professional Services and Support teams to develop, implement and optimize complex solutions.

· Perform Case Trending Analysis to find areas of opportunity within Support, Operations and Development to enhance Five9's product offerings.

· Provide guidance to Product Management during the product development life cycle for Five9's offerings.

· Articulate the value of Five9's Support through presentations, demonstrations and open discussion with Customers and prospects.

· Become the Five9 “knowledge broker” that effectively shares / distributes information.

· Develop and deliver internal technical training.

· Ownership of technical content within the Knowledge Base.

· Participating in and or driving Root Cause efforts for complex product problems.

· Facilitate the absorption of new products into Support as part of the Product Readiness process.

· Continually seek opportunities to increase Customer satisfaction and deepen customer relationships by interacting effectively at all levels of the Customer's organization.

· Implement and troubleshoot Five9 Call Center software solutions in a wide array of configurations and Customer environments both remotely and on-site.

Primary Support for multiple Workforce management software's. Work closely with and have a working knowledge of all WFO partners (i.e.) Nice, Calabrio, Verint, and CSI.

Creating end-user & internal support training documents.

Identify the underlying causes of end-user problems, including problem identification and classification.

Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all relevant levels of the customer organization.

Maintain awareness of known service outages and scheduled maintenance/software product changes that will affect customers.

Work cross-functionally in a client facing capacity and coordinate with internal organizations with Five9.

Proactively look to offer prevention solutions to eliminate reoccurrence of problems through trend analysis and problem reviews.

Look for opportunities to add services to client environment's.

Manage and support multiple projects and site escalations. Have a working knowledge of Five9 VCC software.

Partner with Customers to optimize the Five9 call center software solution.

Create support project plans for customer resolutions.

Maintain awareness of known service outages and scheduled maintenance/software product changes that will affect customers.

Work cross-functionally in a client-facing capacity and coordinate with internal organizations.

Diagnoses gaps in support in assigned area and identify problems

accurately and work to find appropriate solutions promptly.

Primary liaison between the Business and IT telecom divisions in support of health care contract.

Manage implementation projects of PBX and related equipment. Managed implementation of Nortel CS 1000 PBX for large-scale projects. Create project plans for implementation of BCM IP Phone systems.

Manage IVR and telephony infrastructure including monitoring stability, processing requests and implementing the technology.

Support project teams to implement new and emerging technologies. Giving direction to sub-contractors and project team members.

Identify track and report issues with call routing, escalating issues when necessary.

Update internal project databases to ensure that reporting is current and up to date.

Work in close collaboration with the forecast planning team to provide appropriate voice and data capacity is in place to execute allocation strategy.

Including ordering circuits and scheduling installations.

Ensure all call routing meets guidelines set by IT, the Business and the voice of the customer.

Attend weekly and bi-weekly meetings with IT and other businesses