Business Analyst, Global Technical Services

Five9 is looking for an experienced and highly motivated Business Analyst ("BA") to join our growing Professional Services group.  

The BA is assigned to large enterprise and strategic projects before or upon contract execution and works with our customer on eliciting and maintaining business requirements.  The BA receives an in-depth solution review from other engaged resources. Based on information received and continued discovery conversations with the customer, the BA will document the customer's business requirements by creating use cases, user stories and call/process flowcharts.  

Throughout the engagement, the BA will act as the customer’s proxy, essentially a SME on the customer’s business, to ensure the solution delivered aligns with the business needs and expectations.

The final area of responsibility is in the area of testing and go-live support.  Since the BA has developed the customer requirements and contributed to the configuration specifications documents, they will be responsible for coordinating Five9 integration testing prior to turning the Five9 configuration over to the customer for User Acceptance Testing. 

Key Responsibilities:

• Proactively build relationships with our customer through demonstration of complete understanding of their business requirements and operations.
• Work collaboratively with all internal and external stakeholders on our strategic projects. This includes providing assistance throughout the sales pursuit. 
• Work closely with Business Consultant, Enterprise Architect, PS Consultants, and Program Managers to determine, advise, construct, plan and support the implementation of the Five9 solution.
• Document the customer's business requirements by creating use cases, user stories and call/process flowcharts.
• Understand Customer requirements and mapping/traceability - Map customer's business requirements to specific Five9 capabilities, taking into consideration customer's current contact center platform.
• Manage and drive customer expectations
• Work with customer and internal resources to develop comprehensive test plan.
• Support Customer in their User Acceptance Testing to answer questions about the solution features, work with the Five9 Platform Engineer(s) to resolve defects.
• Following the Five9 adoption of PS Principles, understand definition of 'DONE' from customer and Five9 perspectives.

Required Skills:

• Minimum of 5-10 years in role as a Professional Services Systems Integrator, Program Director or Client Partner, preferred in the Call Center and/or CRM Industry
• Must have prior experience performing functional gap analysis and creating requirements and/or technical design documentation to align to customers validated Five9 solution
• Must possess outstanding relationship building skills.
• Promote and build strong client relationships to achieve overall program and customer success.  Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at executive and functional levels of the client organization.  BA/BS or equivalent experience is required.
• Demonstratable experience with both Waterfall and Agile program methodologies.
• Experience managing implementations of Five9 and/or Call Center solutions (Genesys, Avaya, Cisco, Aspect, LiveOps).
• Exceptional written and verbal communication skills with demonstrated experience and acumen in presenting to all levels of management and executive staff (Five9 and customer).
• Must be willing to travel up to 25% regionally with some national and international travel possible (valid passport required).