Technical Support Engineer

Role Overview Five9 is a globally recognised leader in cloud contact centre software, and we are actively looking for a skilled Technical Support Engineer to join our Chennai team. In this role, you will be responsible for managing day-to-day operational activities including Moves, Adds, Changes, and Deletions (MACD) alongside production support for enterprise-grade contact centre environments. You will work closely with cross-functional teams to ensure timely resolution of service requests, maintain SLA adherence, and deliver exceptional technical outcomes for our customers. Key Responsibilities - Process and manage MACD requests through ticketing systems and ensure accurate configuration in contact centre environments - Validate configurations, track service request milestones, and ensure SLA compliance across all assignments - Act as a Subject Matter Expert during customer discussions, deployment planning, and technical solution rollouts - Configure, integrate, validate, and deploy software components across customer production and non-production environments - Collaborate with Product Engineering, Cloud Operations, QA, and Support teams during deployment and configuration activities - Perform system integration testing, UAT support, and production readiness verification with structured test case execution - Troubleshoot deployment, configuration, integration, and production issues using a systematic and analytical approach - Prepare deployment runbooks, solution design documents, and operational handover documentation - Support production migrations, upgrade activities, and post-production stabilisation efforts - Conduct customer training sessions, knowledge transfer workshops, and solution design walkthroughs - Monitor service request progress and proactively identify risks, dependencies, and mitigation strategies - Ensure compliance with deployment standards, security practices, and operational best practices Required Qualifications - Strong understanding of contact centre technologies and omnichannel communication platforms - Hands-on experience with one or more contact centre solutions such as Cisco UCCE, Amazon Connect, NICE InContact, Twilio, Avaya, Genesys, or Five9 - Working knowledge of contact centre components including Dialers, ACD, IVR, CTI, Campaign Management, and Agent Desktop Integrations - Mandatory hands-on experience with SQL for data querying and troubleshooting purposes - Familiarity with REST APIs, JSON, Postman, and API-based integration workflows - Experience in log analysis, monitoring, and structured production issue resolution - Strong communication, stakeholder management, and consultative customer engagement skills - Exposure to automation, scripting, or deployment tools is an added advantage - Experience with cloud-based contact centre deployments is preferred - Ownership mindset with a proactive approach to communication and cross-team coordination Why Join Us At Five9, we champion a team-first culture built on diversity, inclusion, and continuous learning, giving you the opportunity to grow alongside innovative minds in the cloud technology space. If you are passionate about customer success and thrive in a fast-paced, collaborative environment, Five9 is the place where your career can truly flourish.

- Hands-on experience with contact centre platforms such as Cisco UCCE, Amazon Connect, Genesys, Avaya, Twilio, NICE InContact, or Five9 - Strong knowledge of contact centre components including ACD, IVR, CTI, Dialers, and Campaign Management - Mandatory proficiency in SQL for querying and troubleshooting - Experience with REST APIs, JSON, and Postman for API-based integrations - Skills in log analysis, monitoring, and production issue troubleshooting - Ability to prepare solution design documents, runbooks, and operational handover documentation - Strong analytical and problem-solving abilities with a structured troubleshooting approach - Excellent communication and customer-facing skills for stakeholder and client engagement - Experience supporting MACD requests, SLA management, and service request tracking - Exposure to automation, scripting, or deployment tools is a plus - Experience with cloud-based contact centre deployments is preferred - Willingness to work in night shift and office-based environment

- Opportunity to work with a globally recognised cloud contact centre leader - Inclusive and diverse workplace culture - Collaborative team-first work environment - Exposure to cutting-edge cloud and omnichannel contact centre technologies - Continuous learning and professional growth opportunities