Workforce Engagement Management

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 seeking a highly organized and detail-oriented OPS Analyst to own administrative support for the WEM Custom Solutions (SOW) team. This role will provide administrative and project coordination support to ensure smooth execution of custom implementations, enabling the team to focus on delivering value to customers.

The ideal candidate is a proactive, resourceful professional with exceptional organizational skills and a proven ability to manage details while driving follow-up and accountability across projects.

• This position is based out of one of the offices of our affiliate Acqueon Technologies in India, and will adopt the hybrid work arrangements of that location. You will be a member of the Acqueon team with responsibilities supporting Five9 products, collaborating with global teammates based primarily in the United States.

What You'll Do

As a WEM OPS Analyst, you will be accountable for supporting the day-to-day operations of the Custom SOW team, ensuring that administrative and project-related tasks are managed efficiently. You will:

• Coordinate, schedule, and prepare for internal and external meetings, ensuring agendas are set, logistics are managed, and all participants are prepared.
• Act as the primary note taker during meetings, capturing key decisions, risks, action items, and follow-ups with precision and clarity.
• Track action items and follow-ups, driving accountability across stakeholders to ensure commitments are met.
• Maintain and update project documentation, records, and shared repositories (SharePoint, Salesforce, Smartsheet, or similar tools).
• Support the creation, distribution, and tracking of Custom SOW documents, approvals, and related project workflows.
• Provide administrative support to project managers, solution consultants, and leadership on the Custom SOW team.
• Assist in project tracking and reporting by consolidating updates, maintaining dashboards, and preparing status summaries.
• Proactively identify administrative bottlenecks or process inefficiencies and recommend improvements.
• Coordinate communications and reminders for deadlines, deliverables, and critical milestones.
• Serve as a trusted administrative partner, helping the Custom SOW team stay organized, efficient, and focused.

What You Bring
Administrative & Coordination Skills

• Exceptional note-taking and documentation skills, with the ability to distill complex discussions into clear, actionable summaries.
• Strong calendar management, scheduling, and meeting coordination experience across multiple stakeholders and time zones.
• Ability to track and manage follow-ups across multiple projects with strong attention to detail.
• Skilled at preparing agendas, tracking action items, and ensuring accountability across cross-functional teams.
• Proficiency in tools such as Microsoft Office, SharePoint, Salesforce, Smartsheet, , or similar platforms.

Technical & Product Expertise (Plus)

• Familiarity with Five9 products and solutions is a strong plus.
• Familiarity with Verint products including Workforce Engagement, Workforce Management, Quality, or Analytics is highly desirable.
• Exposure to other WEM vendors (NICE, Calabrio, CSI, Aspect) is a plus.

Organizational & Soft Skills

• Highly organized with the ability to manage multiple priorities in a fast-paced environment.
• Strong communication skills, both written and verbal, with a professional and solutions-focused approach.
• Proactive and resourceful, anticipating team needs before they arise.
• Strong sense of ownership and accountability for driving results.
• Collaborative team player who builds trust and fosters effective working relationships.
• Discreet and professional, able to handle sensitive information with confidentiality.
• Distinguishing Traits: Demonstrates relentless follow-up, proactively anticipates next steps, thrives on accountability, and maintains meticulous attention to detail.

Qualifications

• Bachelor's degree in Business Administration, Project Management, or a related field preferred; equivalent professional experience considered.
• 2+ years of experience in administrative support, project coordination, or executive assistant roles.
• Experience supporting project-based or professional services teams is highly desirable.
• Familiarity with project management methodologies and tools is a plus.

Why Join Five9

• Be part of a high-impact team that delivers customized solutions for global enterprise customers.
• Gain exposure to project management and professional services delivery within a leading cloud contact center provider.
• Remote-first role with opportunities to collaborate with diverse, global teams.
• Work in a supportive, high-performance culture where your organizational excellence drives measurable success.

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.

View our privacy policy, including our privacy notice to California residents here:

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

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