Job Description:

Likewize is searching for a Product Operations Engineer to join our team at our global Headquarters in Southlake, TX. Likewize uses proprietary software hosted by Five9 to connect telephony calls into their call-center. provide Five9 support to domestic and international users. In this role you will work with internal departments including IT Software Development, Quality Assurance, IT Operations, Escalations, and CARE to manage Five9 issues/problems. When necessary, the Product Operations Engineer will also work with Account Management to communicate technical issues, their impact and ultimate resolution to Likewize Clients. The Product Operations Engineer will also interface and be the primary technical contact with appropriate vendors as necessary to resolve issues where HITS interfaces with Five9.
 

Your day-to-day responsibilities include but are not limited to:

• Develop Address Five9 issued raised by Call Center agent, Escalations agents, Internal Resources, partners and subscribers

• Ensure Five9 production issues are addressed within preset service levels

• Work with the Dev Ops to investigate and resolve customer billing issues

• Resolve and build solutions to issues identified in the Five9 software

• Develop technical support training material and KB articles

• Produce appropriate reports regarding findings/status (with data to support –and visibility to related root cause analysis

• Triage and log tickets for additional support when needed in JIRA

If you are who we are looking for, you will have the following education, skills and/or experience.

• Bachelor of Science Degree in Computer Science/Engineering or equivalent preferred

• Strong problem solving, issue resolution skills, root cause analysis.

• SQL (Microsoft, PostGRESql, SQLite3) required

• Javascript (any) preferred

• Postman and knowledge of RESTful APIs required

• Call-center Telephony software (Five9, Genesys, AWS, etc..) required

• Able to work flexible hours including earlier day shifts and 24/7 On-call rotation

• Excellent written and verbal communication skills

• Good listening skills and extremely empathetic

• Able to build strong internal/external business partnerships

• Responsive, with a strong attention to detail

• Ability to work independently and use resources wisely

• Ability to interact in a team environment

• Facility with Microsoft office, and common reporting software knowledge preferred
   

Our global headquarters in Southlake TX is easily accessible to both Dallas and Fort Worth and we are 5 minutes from Southlake Town Square. We offer competitive compensation, market leading benefits and many fantastic onsite amenities through our real estate partner, VariSpace. VariSpace is designed to elevate the way businesses approach the office. Our innovative workspace brings a first-class employee experience with covered parking, spacious break areas, raffles/games, onsite gym, cafeteria, and state of the art facilities.