WEM Applications Consultant (Verint WFM-QM)

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. The ideal candidate will: 

• Have in-depth experience implementing and consulting with customers on the Verint’s WEM suite of software including Workforce Management and Interactions (QM). 

• Have experience of leading and implementing all aspects of a Verint WEM engagement. 

• Have a broad range of experience consulting with customers regarding best practices with Verint WFM and Interactions. 

• In depth knowledge of Verint integration architecture.  

• Will have experience of training customers on all aspects of Verint’s WFM and Interactions applications. 
• Will Ideally have a broad range of experience with other Verint WEM applications including Performance Management, AQM, Speech, Text, or Desktop Analytics.  

Key Responsibilities: 

Software delivery at an Application Consultant/Trainer level for our WEM Vendor suite of products including Quality Monitoring and Workforce Management. Additional experience with Performance Managements and Speech Analytics.  Initially this role will have a focus on Workforce Management and Quality Management. Verint Application Consultant Certifications is not required but highly desirable. The successful candidate will work towards obtaining the appropriate Verint Certifications, with the first 12 months, if not already obtained.  

• 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 

• 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. 

Key Requirements: 

Experience managing delivery, training, and implementation of Verint WEM, (QM/AQM, Analytics and Workforce Management solutions). Experience with other WEM solutions such as, NICE, CSI, Calabrio, Aspect Monet, etc. is highly desired. 

• Strong knowledge of SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices 

• 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. 

• Willingness to travel up to 70% with some international travel 

• Excellent written and verbal skills 

• BA/BS or equivalent experience 

Key Skills: 

• 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 be able manage multiple implementation and sales activities simultaneously 

Work Location: This role is fully remote for candidates who reside outside the 50 mile radius of our San Ramon office.  For candidates who reside within 50 miles of our San Ramon location, this role is Hybrid and would require 3 days a week (M, W, TH) in our San Ramon office. 

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.
• Employee discounts based on needs and interests—from everyday essentials to big ticket purchases all access through our Five9 Discount Hub.
• Generous employee stock purchase plan.
• Paid Time Off, Company paid holidays (including a winter break in the US at the end of the year), annual 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.

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: 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.