Mid-Market Solutions Consultant

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 everyday 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.

Five9 is looking for a Mid-Market Solutions Consultant to lead and manage all aspects of the presales process for Five9's On Demand Call Centre software. The Solutions Consultant will work cooperatively with the Mid Market Sales team to help prospects and clients understand the value of Five9's Contact Centre software solutions. The primary focus of a solutions Consultant is to build value and to obtain a technical and functional win during the sales cycle.

A Solution Consultant must be able to build credibility and communicate clearly and concisely. Solutions Consultants perform a wide range of duties; from assisting with RFP responses, conducting detailed requirements analyses, delivering technical presentations and demonstrations to understanding the competitive marketplace. Other responsibilities include working with cross-functional internal organizations to provide relevant customer feedback as input to the product development process. Recommend changes, additions or corrections to product manuals, specification sheets, features, processes, and internal technical procedures when appropriate.

Key Responsibilities:

• Work closely with the Five9 partner network to provide presales support, onboarding, and ongoing training
• Effectively communicate plans, progress, and status to both internal and customer organizations
• Partner with Account Executives to sell the Five9 solutions into Mid-Market sized opportunities
• Articulate the value of Five9' through presentations, demonstrations, and open discussion with customers
• Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization
• Develop materials in-line with specific sales and/or services opportunity requirements
• Responsible for transitioning the customer to the services team for implementation

Key Qualifications:

• Ability to work in a fast-paced environment with minimal supervision
• Highly organized & able to manage multiple projects & tasks concurrently
• Exemplary problem-solving ability & enthusiasm
• Excellent communication & presentation skills with the ability to articulate technology concepts at all customer levels from network engineer to C Level
• Understanding of enterprise level applications
• Understanding of IT infrastructure
• Ability to think and adapt to a rapidly changing environment and demands
• Responsible for staying abreast of current technologies and industry trends
• Ability to deliver demos and presentations that close deals
• Commercially aware, comfortable co-selling with AEs
• Trusted-advisor posture, high credibility with heads of CX/Operations/IT
• Clear communicator — complex topics → simple, concise narratives
• Hands-on depth across IVR/IVA, ACD, Omnichannel, CTI/CRM (Salesforce/MS Dynamics), WEM/WFM, recording/QA
• Proven success driving technical win in competitive mid-market CCaaS pursuits
• Strong integration literacy (REST APIs, webhooks, SSO, data export/ETL patterns)
• Confident building demos/POCs and telling a value story to technical and business stakeholders
• Excellent written response quality (RFP/HLD diagrams/SoW inputs)
• Familiar with cloud security, compliance (GDPR), networking fundamentals and contact centre ops

Requirements

• 3–5+ years in Solutions Consulting / Pre-Sales for CCaaS or CX SaaS
• UK-based and eligible to work in the UK
• Ability to Travel (40-60%)

Preferred Experience:

• Contact Center Software
• CTI/CRM (Salesforce/MS Dynamics/ServiceNow/Zendesk)
• Experience with AI/IVA (Five9 Studio, Google CCAI, Cognigy etc.)
• Integration frameworks
• IP Telephony (basic networking knowledge assumed)
• PBX, ACD, IVR, Unified Messaging products Workforce engagement, Data Analytics Interaction Analytics, Quality Management, and Interaction recording

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.

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Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.