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Five9Technical Account Manager
LocationPhilippines, Manila, Philippines (Hybrid)
Work modehybrid
Typefull-time
SenioritySenior
Experience3+ yrs
DepartmentTAM - PH
EquityIncluded
Company size1,001–5,000 people
PostedOct 20, 2025 · 11mo ago
Verified live1d ago
At a glanceSummarised by Seekless from the posting.
Minimum 3+ years of related experience in a consulting or project management role
3+ years in a software support role
Solid technical knowledge of networking theories and protocols such as TCP/IP, SIP, FTP/SFTP, OSI Model
In depth knowledge of one or more call center solutions like: Five9, Genesis, Cisco, Nuance, TuVox, Avaya, Aspect, Nortel, Interactive Intelligence, Siebel Call Center or CosmoCom
Experience in technical writing and documentation
Experience in contact center objectives, methodologies, tools & operations, contact center reporting and KPIs
Experience with/and working knowledge of PBX, ACD, CTI, VoIP, IVR, Dialers and Telephony applications
Strong project management and client-facing skills - Working knowledge of Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.)
Excellent verbal and written communication skills
Team player, self-starter, able to manage multiple priorities and meet deadlines
Bachelor's degree in a technical field and/or comparable industry certifications and experience
Understanding of quality monitoring tools and workforce management software such as NICE/IEX, Authority Software etc.
Understanding of CRMs such as Salesforce, NetSuite, Leads 360 (Velocify), Oracle Service Cloud (RightNow), etc.
Understanding of WFM/WFO Solutions such as Verint, CSI, Calabrio, NICE, etc.
Knowledge of network troubleshooting tools such as Wireshark or Pathview
Basic working knowledge API, HTML and Java scripting is a huge plus
Willing to travel to client sites as required; able to work outside standard business hours
Skills
Microsoft Office
Excel
Word
PowerPoint
Visio
TCP/IP
SIP
FTP
SFTP
OSI Model
Five9
Genesis
Cisco
Nuance
TuVox
Avaya
Aspect
Nortel
Interactive Intelligence
Siebel Call Center
CosmoCom
PBX
ACD
CTI
VoIP
IVR
Dialers
NICE
IEX
Authority Software
Salesforce
NetSuite
Leads 360
Velocify
Oracle Service Cloud
RightNow
Verint
CSI
Calabrio
Wireshark
Pathview
API
HTML
Java scripting
Benefits
Company stocks
Annual merit increase
Night shift differential pay
Paid leave with cash conversion
Hmo with free dependents
Retirement plan
Life insurance
Internet allowance
Meal allowance
Employee assistance program
Government mandated benefits
About the company
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.
About the role
To complement our rapid growth, Five9 is looking for a Technical Account Manager (TAM) to join our Technical Account Management team. The ideal candidate for this role will play a critical role in supporting Five9 clients by creating customized solutions designed to meet our clients’ requirements and ensure a high level of customer satisfaction. He/she is someone who has worked as a senior professional in contact centers and has excelled in account management, project management and functional/technical consulting.
Responsibilities:
•
Provide excellent account management, project management and technical consulting to Five9’s clients who have enrolled in TSM & TAM Services.
•
Partner with clients to build and maintain a ‘Trusted Advisor’ relationship; understand their business needs, propose recommendations and solutions designed to optimize Five9’s platform and enhance operational effectiveness.
•
Articulate the value of Five9’s services, products and concepts through presentations, demonstrations and open discussion with clients.
•
Educate and train clients on administration and utilization of Five9 products to help them become self-sufficient.
•
Directly support and troubleshoot technical issues as needed.
•
Manage service interruptions which could impact client’s business operations; research root cause analysis and communicate next steps to clients and internal teams to help mitigate any risk.
•
Keep clients informed of any/all issues that could potentially impact Five9’s platform such as routine maintenance, patches, software product changes and releases.
•
Partner with internal account teams and other business units to foster an environment of learning, execution, and continuous process improvement.
•
Provide customer support case oversight and status updates to both internal management and clients on a regular basis.
•
Adopt a proactive mindset to help anticipate client’s needs and mitigate service and operational issues.
Qualifications:
•
Minimum 3+ years of related experience in a consulting or project management role,
•
3+ years in a software support role.
•
Solid technical knowledge of networking theories and protocols such as TCP/IP, SIP, FTP/SFTP, OSI Model.
•
In depth knowledge of one or more call center solutions like: Five9, Genesis, Cisco, Nuance, TuVox, Avaya, Aspect, Nortel, Interactive Intelligence, Siebel Call Center or CosmoCom.
•
Experience in technical writing and documentation.
•
Experience in contact center objectives, methodologies, tools & operations, contact center reporting and KPIs.
•
Experience with/and working knowledge of PBX, ACD, CTI, VoIP, IVR, Dialers and Telephony applications.
•
Strong project management and client-facing skills - Working knowledge of Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.).
•
Willing to travel to client sites as required; able to work outside standard business hours.
•
Excellent verbal and written communication skills.
•
Team player, self-starter, able to manage multiple priorities and meet deadlines.
•
Bachelor’s degree in a technical field and/or comparable industry certifications and experience
Nice to Have:
•
Understanding of quality monitoring tools and workforce management software such as NICE/IEX, Authority Software etc.
•
Understanding of CRMs such as Salesforce, NetSuite, Leads 360 (Velocify), Oracle Service Cloud (RightNow), etc.
•
Understanding of WFM/WFO Solutions such as Verint, CSI, Calabrio, NICE, etc. - Knowledge of network troubleshooting tools such as Wireshark or Pathview.
•
Basic working knowledge API, HTML and Java scripting is a huge plus.
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)
Legal
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.
Five9 is committed to providing reasonable accommodations for qualified individuals with disabilities throughout the application and interview process. If you need assistance or an accommodation due to a disability, please contact us at [email protected] to request an accommodation. Requests will be handled confidentially and in accordance with applicable law.
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.