WEM Applications Consultant (Verint WFM-QM)

Five9 • Charlotte, NC

214d • $90,900 - $141,800 • Remote

About The Position

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. We are actively looking for a talented and experienced Workforce Optimization (WFO) Consultant to join our Professional Services team. In this role, you will be responsible for consultative performance in all areas related to Five9's solutions provisioning, implementation, and deployment of technical and business solutions to clients.

Requirements

• Experience managing delivery, training, and implementation of Verint WEM, (QM/AQM, Analytics and Workforce Management solutions).
• 3-5 years of Verint WEM implementation experience, with a minimum of 3 years in a Professional Services or as an application consultant for Workforce Management.
• Strong knowledge of SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices.
• Excellent written and verbal skills.
• BA/BS or equivalent experience.

Nice To Haves

• Experience with other WEM solutions such as, NICE, CSI, Calabrio, Aspect Monet, etc.
• Verint Application Consultant Certifications is not required but highly desirable.
• Self-starter possessing excellent time management skills and be able manage multiple implementation and sales activities simultaneously.

Responsibilities

• Software delivery at an Application Consultant/Trainer level for our WEM Vendor suite of products including Quality Monitoring and Workforce Management.
• Implement and troubleshoot Five9's WEM Vendor on demand software solutions in a wide array of configurations and Customer environments both remotely and on-site.
• Understand client requirements and design; work with the Implementation and Support Teams to formulate Implementation Plans that meet Customers' needs.
• Mitigate project risk by proactively recognizing and communicating challenges, managing changes and providing contingency plans that enable customer success.
• Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization.
• Develop and deliver customer facing materials that outlines the features and benefits of the QM/QO and WFM as it relates to the WEM Vendor Suite of products.

Benefits

• 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.
• 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.
• Generous employee stock purchase plan.
• Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree