|Custom Reports Analyst Architect - UK|
Company: Five9, Inc.
Location: London, England,
Employment Type: Full Time
Date Posted: 10/28/2020
Expire Date: 12/28/2020
Job Categories: Telecommunications
Custom Reports Analyst Architect - UK|
Custom Reports Anaylst Architect - United Kingdom
Five9 is a leading provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses with cloud contact center software that is reliable, secure, compliant and scalable, which is designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results.
To complement our rapid growth, we are actively looking for a talented and experienced Custom Reports Analyst Architect for the Professional Services Custom Reporting and Analytics team in the UK. In this role, you will be responsible for consultative performance in all areas related to solution development and implementation in the Five9 offered data customization and reports to clients. This is a key position in our Professional Services organization and will report directly to the Senior Director of Custom Reports Development.
The ideal candidate will:
Collaborate with Five9 Clients, Professional Services and Customer Support personnel to gather and refine requirements, design and document custom reports’ scripts to be development by the Custom Report Engineer
Lead new services, initiatives and custom requirements for internal and external customers through business planning to productizing.
Lead key projects providing guidance and best practices of development of tools and custom reports.
Continually seek new opportunities for growth and expansion including new services or ways to fulfill ongoing Customer demands.
Be an effective communicator (verbal and written)
Location: Remote - United Kingdom
Constantly interact with Five9 Clients, Customer Support and Professional Services departments in order to set specifications, formulate and analyze reporting requirements and troubleshoot.
Be conduit between Five9 clients and Custom Reports Engineers to interpret clients reporting, data analysis requirements and translate to Five9 database/reporting structure
Act as SME for custom reports and internal tools products and offerings and manage service delivery
Articulate the value of Five9’s Professional Services through presentations, demonstrations and open discussion with customers, prospects and Five9 Sales
Understand client requirements and design; work with key stakeholders to help formulate templates, SOW’s/contracts, technical designs and Implementation Project Plans that meet the needs of the business
Proactively recognizing and communicating challenges, managing expectations and escalations with effective and relevant communications, managing project changes and providing contingency plans that enable customer success.
5+ years in reporting analysis
5+ years in report database analysis and SQL
Previous experience in telecommunication technologies in data analytics.
Previous experience in ETL development and data integration to varying systems
Previous experience in a variety of Analytics’ systems (Tableau, BIRST, MS PowerBI, MetaBase)
Strong knowledge and experience in Perl, Python and Java programming languages.
Strong knowledge and experience in MySQL and PostgreSQL querying and query optimization.
Strong knowledge and experience working with various API’s (REST and SOAP).
Strong knowledge and experience with Linux/Unix environments.
Ability to communicate efficiently
Must be able to manage multiple activities simultaneously and on your own while requiring little or no oversight.
Strong knowledge of SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices
BA/BS or equivalent experience.
Avaya CSM experience a plus
Existing Five9 reporting knowledge a plus
Some travel could be required – approx. 20% - 35%
Our headquarters is located in San Ramon, CA, and we continue to expand globally. We offer a very competitive base salary, full benefits package, and an attractive employee stock purchase plan. Five9 is a high-energy environment with lots of room for personal and professional growth.