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Technical Support Engineer
Five9 —Chennai, Tamil Nadu
- Night shift
- SQL
- Analysis skills
- APIs

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Technical Support Engineer

Five9 -
Chennai, Tamil Nadu

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Job details

Qualifications

Avaya
Call center experience
Software deployment
Technical support
SQL
Analysis skills
IVR
REST
APIs
JSON
Business requirements
Log analysis
Communication skills

Full 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.

Role Overview

We are looking for a highly motivated Technical Support Engineer to manage day-to-day operational activities related to Moves, Adds, Changes, and Deletions (MACD) along with production support for enterprise contact center environments.

The role involves handling service requests, configuring contact center solutions, supporting production incidents, and ensuring timely resolution of issues while meeting defined SLAs. The ideal candidate should possess strong analytical skills, effective customer communication abilities, and hands-on experience with contact center technologies and integrations.

Key Responsibilities

As a Technical Support Engineer, you will:

Process and manage MACD (Moves, Adds, Changes, and Deletions) requests through ticketing systems
Configure and implement changes in contact center environments as per customer requirements
Validate configurations and ensure successful completion of service requests
Track request status and ensure adherence to SLAs
Understand customer business requirements and translate them into scalable technical solutions
Act as a Product SME (Subject Matter Expert) during customer discussions, deployment planning, and solution rollout activities
Communicate deployment and configuration approaches effectively with both business stakeholders and technical teams
Configure, integrate, validate, and deploy software components in customer production and non-production environments
Work closely with cross-functional teams including Product Engineering, Cloud Operations, QA, and Support teams during deployment and configuration activities
Perform solution validation, system integration testing, UAT support, and production readiness verification
Create and execute test cases based on business scenarios and customer requirements
Troubleshoot deployment, configuration, integration, and production issues in a structured and analytical manner
Prepare deployment documents, runbooks, solution design documents, and operational handover documentation
Support production migrations, upgrade activities, and post-production stabilization activities
Provide customer training, knowledge transfer sessions, and solution design walkthroughs
Participate in customer calls, status reviews, and technical discussions to ensure successful project delivery
Monitor service request milestones and proactively identify risks, dependencies, and mitigation plans
Ensure adherence to deployment and configuration standards, security practices, and operational best practices

Qualifications & Skills

Contact Center Knowledge

Strong understanding of contact center technologies and omnichannel communication platforms
Experience working with contact center solutions such as any of these:
- Cisco UCCE
- Amazon Connect
- NICE InContact
- Twilio
- Avaya
- Genesys
- Five9 or similar platforms

Understanding on Contact Center Components

Dialers
ACD
IVR
CTI
Campaign Management
Agent Desktop Integrations

Technical Skills

Experience with outbound contact center products and campaign management workflows
Strong troubleshooting, analytical, and problem-solving skills
Ability to derive solution approaches and prepare technical solution design documents
Hands-on experience in SQL is mandatory
Familiarity with REST APIs, JSON, Postman, and API-based integrations
Knowledge of log analysis, monitoring, and production issue troubleshooting
Exposure to automation, scripting, or deployment tools is an added advantage

Communication & Customer Handling

Strong communication, customer handling, and stakeholder management skills
Good listening, comprehension, and consultative engagement skills with customers
Willingness to work in customer-facing environments and support critical deployment activities when required

Additional Experience

Experience in cloud-based contact center deployments

What We Expect

Ownership mindset with strong accountability toward customer success
Ability to work during critical production activities
Proactive communication and coordination across teams
Strong focus on quality, stability, and operational excellence
Continuous learning mindset with interest in new technologies and evolving contact center platforms

Shift: Night Shift
Work Mode: Work from office

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.

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.

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