Provisioning Engineer

at Five9

Manila, Philippines (Hybrid)

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.

Position: Provisioning Engineer

Overview
We are seeking a detail-oriented and proactive Provisioning Engineer to join our team. In this role, you will be responsible for managing the provisioning of telecom services, ensuring smooth delivery of customer-facing features, and supporting operational workflows across the organization. This position requires a blend of technical knowledge, process execution, and cross-team collaboration.

Responsibilities

Process platform software provisioning requests for customer-facing services, allocating telecom resources and features (e.g., CNAM, Vanity lookup, SIP Trunks) in accordance with internal procedures and SLAs.
Manage orders of Local DID, International DID, and Toll-Free numbers through various carrier portals.
Interact with carriers to troubleshoot routing issues with phone numbers.
Work closely with Operations teams to deliver complex customer features and requests.
Collaborate with Sales, Professional Services, and Sales Operations teams to process customer-related requests.
Monitor order and case statuses, update tickets, and ensure timely follow-ups on pending cases and escalations.
Provide clear and timely updates to customers and internal stakeholders.
Contribute to process improvements, ensuring efficient workflows and optimal resource utilization.
Deliver exceptional customer service to both internal and external customers.

Required Skills & Qualifications

2+ years of experience as a Tech Support Engineer, Provisioning Engineer, or in a similar telecom-related role.
Strong accountability, problem-solving skills, and a positive team attitude.
High attention to detail and accuracy, with the ability to handle repetitive tasks reliably.
Proven ability to multitask and manage priorities in a fast-paced environment.
Understanding of PSTN, IP telephony, SaaS solutions, and call center environments.
Basic knowledge of UNIX/Linux command-line interface.
Experience working with ticketing systems.
Excellent verbal and written communication skills in English.

Preferred / Nice-to-Have Skills

Experience working with complex international number ordering requirements and knowledge of telecom regulations.
Understanding of SIP protocol and telco networking concepts.
Previous experience working at a CCaaS (Contact Center as a Service) company.

Company Benefits

Company stocks
Annual merit increase based on performance
15% night shift differential pay
Paid Leave with Cash Conversion
HMO with free dependents
Retirement Plan
Life Insurance
While on work from home setup: Internet and meal allowance are provided
Employee Assistance Program for mental and social well-being
Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13^th month pay, Solo parent leave, Special leave for women)

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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: https://www.five9.com/pt-pt/legal.

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