**Director, Service Delivery IT Applications**
at Five9 San Ramon, CA, United States
Five9 is a leading provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses with cloud contact center software that is reliable, secure, compliant and scalable, which is designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results.
We are looking for a highly motivated individual to provide strong leadership for the IT Applications team focused on Product and Service Delivery within our Corporate IT team. Our teams our located onsite and remote. This position is based out of our headquarters in San Ramon, CA.
**Key Responsibilities**
* Provide technology thought leadership and lead the team responsible for product and service delivery & support related applications.
* 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.
* 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.
* 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 and contract developers located in the US and offshore locations.
* Guide the development of staff members, including setting objectives, coaching, and delivering performance reviews.
**Key Requirements:**
* 6+ years IT leadership experience and 3+ 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 Force.com 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 environment
**Primary Applications**
* Salesforce Service Cloud
* Community Cloud
* FinancialForce PSA
* Jira
* Spring CM
* Docebo LMS
* DocuSign
* Workato
#LI-RN1
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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Our headquarters are located in the beautiful in San Ramon, CA.
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