Workforce Engagement Management (WEM) Applications Consultant (Verint AQM - SA)

Five9 • San Ramon, CA

6d • Hybrid

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. To support our continued growth, we are seeking an experienced Workforce Engagement Management (WEM) Consultant to join our Professional Services team. In this role, you will lead the consultative delivery, implementation, and deployment of Five9 and Verint WEM solutions, partnering closely with customers to deliver both technical and business outcomes.

Requirements

• Extensive experience implementing and consulting on Verint WEM solutions, with a strong focus on Quality Bot™ / AQM, Speech Analytics and Quality Management.
• Proven ability to lead and deliver end-to-end Verint WEM engagements, from design through deployment.
• Broad consulting experience advising customers on best practices for Verint AQM, Speech Analytics and Interactions
• Deep understanding of Verint integration architecture includes the integration of QM data with Performance management and reporting.
• Hands-on experience training customers across all aspects of Verint AQM, Quality Bot and Speech Analytics.
• Candidates must hold current ‘cloud certifications for Verint DPA’ or be able to work towards obtaining the appropriate Verint Certifications, within the first 30 days, if not already obtained.
• Experience managing delivery, training, and implementation of Verint WEM, (QM/AQM, Speech analytics and performance management).
• Strong knowledge of SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices
• 5 years of Verint WEM implementation experience, with a minimum of 3 years in a Professional Services or as an application consultant for Verint AQM/ Quality Bot ™ or Speech Analytics.
• Willingness to travel up to 70% with some international travel
• Excellent written and verbal skills
• BA/BS or equivalent experience
• Strong combination of Verint consulting experience and customer training skills, along with excellent customer communication skills
• Expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients’ needs is imperative
• Must possess a strong working knowledge of QM, Analytics, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices – Experience with WFO Vendors solutions is required
• Self-starter possessing excellent time management skills and able to manage multiple implementation and sales activities simultaneously

Nice To Haves

• Ideally, exposure to additional Verint WEM applications, such as Performance Management, Text Analytics, and Workforce Management.
• Additional experience with Performance Managements would be useful.
• Experience with other WEM solutions such as NICE, CSI, Calabrio, Aspect Monet, etc. is highly desired.

Responsibilities

• Software delivery at an Application Consultant/Trainer level for our WEM Vendor suite of products including Quality Bot™ / AQM, Speech Analytics and Quality Monitoring.
• Effectively communicate plans, progress and status/updates to both internal staff and customer stakeholders
• Articulate the value of Five9’s Professional Services through presentations, demonstrations and open discussion with customers and prospects
• 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
• The successful candidate will be designated owner for Five9’s Verint AQM /Quality Bot ™ services and will be responsible for the development and maintenance of all Verint Quality Bot ™ / AQM related service offerings and customer-facing materials

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 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree