Job Description
Responsibilities: Own and resolve complexed technical cases involving application performance, call routing, platform behavior, or system integration inconsistencies.
Troubleshoot and debug issues related to CRM integrations, VCC Studio logic, outbound campaigns, IVR paths, and API connectivity.
Conduct root cause analysis using tools such as Wireshark, browser/network diagnostics, and system logs.
Simulate customer environments and replicate reported issues in staging environments to validate fixes or confirm defects.
Collaborate with Engineering, Product, and Support Development teams to document product issues and provide reproduction steps and logs.
Act as a subject matter resource within assigned product domain and contribute to coaching or knowledge transfer to peers and Associate TSEs.
Maintain accurate, complete case documentation and ensure timely updates and resolution based on SLA requiremen...
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