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 every day 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.Join the Five9 Network Operations Center team for an exciting opportunity to play a leading role in maintaining Five9's Cloud Call Center Services and Application Delivery. The NOC Supervisor will lead NOC Technicians & Analysts in providing 24/7/365 days a year service to our internal & external customers. This position reports to the NOC Manager.Key Responsibilities:Supervising and developing NOC staffMake hiring recommendationsCoordinate NOC work schedules and assignmentsProvide production network and systems surveillance, performing moderately complex fault management and configuration tasks in support of customers and customer-supporting systemsAccountable for the operational effectiveness of the NOC, helping administer business processes, maintaining cross-functional working relationships and identifying opportunities for improvementsProvide staff training & mentoring regarding NOC disciplines:Monitoring network/systemsDocumenting network/system eventsTaking corrective action in response to alarms and trapsPerforming network and systems configuration changesProviding assistance to Operations teams and Customer Success representativesPrimary Production point of contact for vendors, service providers, carriers and partnersDocumenting standard operating procedures & methods of proceduresRequired Experience:4+ years of recent relevant experience providing customer support, performing maintenance, monitoring and configuration work in a 24x7x365 technical operation environmentPossess a good understanding of the following disciplines:TelephonyNetworkingSystems AdministrationStrong analytical and problem-solving skillsExperience with CRM ticketing systems and coordinating workflow with other departmentsExperience working with network & telecom vendor & service providersAssociate's degree from a college or trade school in computer science, engineering or related technical discipline or equivalent relevant work experienceDesirable Qualifications/Experience:Understanding of the following voice and data protocols: SIP/RTP/TCP/SDP/UDP/HTTP/DHCP/DNS/NATITIL qualifications and experienceQuality metricsData Center knowledgeSystems OS, services and hardware configuration (DHCP/DNS/NAT Traversal/Linux/MS Windows)Telecom equipment configuration (Media Gateway/SIP Proxy/Free Switch/Ribbon)Scripting/MYSQL/Python/etc.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.Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
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