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Director, Enterprise Applications

Company: Five9
Location: San Ramon
Posted on: May 16, 2022

Job Description:

Job DescriptionFive9 provides businesses reliable, scalable, and secure cloud contact center software designed to create exceptional customer experiences, increase agent productivity, and deliver tangible business results.We are driven by a passion to transform contact centers into customer engagement centers of excellence. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud.We are looking for a highly motivated individual to provide strong leadership for the IT Applications team with primary responsibility for the application portfolio supporting the Professional Services and Customer Success. Our teams our located onsite and remote. This position enables and supports IT's end-to-end comprehensive set of in-house applications, capabilities, technologies and platforms. This role is expected to drive continuous improvement, integration automation, digital transformation, app security, regulatory compliance and end-user support. This is a comprehensive position that is the internal product owner for IT applications technology, solutions design, service delivery, customer and employee experience and analytics capabilities in time. Key responsibilities below are vital to executing on the vision of this role. This position is based out of our headquarters in San Ramon, CA.Key Responsibilities

  • Lead the development, operation, and maintenance for the application portfolio used by Professional Services and Customer Success to meet needs defined by the business functional teams. Establish a roadmap for applications covering architecture, integration, functionality, investments, and resourcing
  • Provide technology thought leadership and lead the delivery team. Translate and prioritize business goals into achievable roadmaps, milestones, project plans, KPI's and overall execution of delivery strategy and plans
  • Drive innovation through observation of common platform problems to identify emerging needs and pain points, alternative or emerging solutions, and opportunities for improving stability of existing service-related solutions and integrations
  • Collaborates with cross functional partners and leaders to assess current-state effectiveness and impact of tech initiatives core to achieving customer's needs. Will lead and drive IT apps projects through standard project management methods and remain accountable for the progress and delivery of key objectives
  • Partner with Professional Services & Customer Success leaders to provide input into the applications roadmap, and to identify and deliver business process and application enhancements and automation
  • Implements and manages IT tech programs including change management and communications. Develops and optimizes the service delivery strategy across various projects
  • Establish deep relationships at all levels within IT and the Professional Services & Customer Success organizations to effectively collaborate in identifying new technological directions to support the business strategy
  • Oversee vendor operation support practices and ensure standards and best practices are established and followed
  • Manage, develop, and mentor a team of full-time developers located in the US and offshore locations
  • Guide the development of staff members, including setting objectives, coaching, and delivering performance reviewsKey Requirements:
    • 6+ years IT leadership experience and 5+ years managing cloud applications required
    • B.A./B.S. degree in computer science, information technology, software engineering, or other relevant field is required
    • Hands on experience supporting platforms applications, such as Salesforce Service Cloud and FinancialForce
    • Familiarity with product and service delivery related processes and best practices
    • Ability to think strategically and act tactically
    • Demonstrated leadership qualities and partnering skills
    • Strong execution ability and experience taking a concept from idea to launch
    • Demonstrated ability to launch and deliver multiple concurrent IT projects
    • Ability to build rapport with internal and external teams; a team-oriented culture champion
    • Excellent organization, communication, and time management skills
    • Ability to work in a fast-paced and changing environmentPrimary Applications
      • Salesforce Service Cloud
      • Community Cloud
      • FinancialForce PSA
      • Jira
      • Spring CM
      • Docebo LMS
      • DocuSign
      • Workato#LI-RN1#LI-OnsiteFive9 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. ------------------------------------------------------------------------------------------------------------------------------------- Our headquarters are located in the beautiful Bishop Ranch Business Park in San Ramon, CA.

Keywords: Five9, San Ramon , Director, Enterprise Applications, Executive , San Ramon, California

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