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Strategic Business Analyst - Professional Services

at Five9

United States (Remote)

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 an experienced and highly motivated Strategic Business Analyst ("BA") to join our growing Professional Services group.  

The Strategic BA is assigned to strategic projects before or upon contract execution and works with our customer on eliciting and maintaining business requirements.  The BA receives an in-depth solution review from other engaged resources. Based on information received and continued discovery conversations with the customer, the BA will document the customer's business requirements by creating use cases, user stories and call/process flowcharts.  

Throughout the engagement, the BA will act as the customer’s proxy, essentially a SME on the customer’s business, to ensure the solution delivered aligns with the business needs and expectations.

The final area of responsibility is in the area of testing and go-live support.  Since the BA has developed the customer requirements and contributed to the configuration specifications documents, they will be responsible for coordinating Five9 integration testing prior to turning the Five9 configuration over to the customer for User Acceptance Testing.


  • Proactively build relationships with our customer through demonstration of complete understanding of their business requirements and operations.
  • Work collaboratively with all internal and external stakeholders on our strategic This includes providing assistance throughout the sales pursuit. 
  • Work closely with Business Consultant, Enterprise Architect and Strategic Program Manager to determine, advise, construct, plan and support the implementation of the Five9 solution.
  • Document the customer's business requirements by creating use cases, user stories and call/process flowcharts.
  • Understand Customer requirements and mapping/traceability - Map customer's business requirements to specific Five9 capabilities, taking into consideration customer's current contact center platform.
  • Manage and drive customer expectations
  • Work with customer and internal resources to develop comprehensive test plan.
  • Support Customer in their User Acceptance Testing to answer questions about the solution features, work with the Five9 Platform Engineer(s) to resolve defects.
  • Following the Five9 adoption of PS Principles, understand definition of 'DONE' from customer and Five9 perspectives.

Position Requirements:

  • Minimum of 5-10 years in role as a Professional Services Systems Integrator Program Director or Client Partner, preferred in the Call Center and/or CRM Industry
  • Must have prior experience performing functional gap analysis and creating requirements and/or technical design documentation to align to customers validated Five9 solution
  • Must possess outstanding relationship building skills.
  • Promote and build strong client relationships to achieve overall program and customer success.  Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at executive and functional levels of the client organization. BA/BS or equivalent experience is required.
  • Demonstratable experience with both Waterfall and Agile program methodologies.
  • Experience managing implementations of Five9 and/or Call Center solutions (Genesys, Avaya, Cisco, Aspect, LiveOps).
  • Exceptional written and verbal communication skills with demonstrated experience and acumen in presenting to all levels of management and executive staff (Five9 and customer).
  • Must be willing to travel up to 25% regionally with some national and international travel possible (valid passport required).


 This role is fully remote.




As part of our continued commitment to diversity, equity, and inclusion, Five9 supports pay transparency during the entire recruitment process.  Actual compensation packages are based on several factors that are unique to each candidate including, but not limited to: skill set, depth of experience, certifications, and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States. Your recruiter can share more about the specific compensation package during your hiring process.

Additionally, the total compensation package for this position may also include an annual performance bonus, stock, and/or other applicable incentive compensation plans.

Our total reward package also includes:

  • Health, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost. We also offer Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching.
  • Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
  • Generous employee stock purchase plan.
  • Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.

All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties.

The US base salary range for this role is below.
$90,900$140,000 USD

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. 

Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia. 

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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