Five9

Application Consultant – Workforce Engagement Management

Five9

full-time

Posted on:

Location: 🇮🇳 India

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Job Level

Mid-LevelSenior

Tech Stack

VoIP

About the role

  • Software delivery at an Application Consultant/Trainer level for WEM Vendor suite products including Quality Monitoring and Workforce Management.
  • Initially focus on Workforce Management and Quality Management.
  • Work towards obtaining Verint Certifications within the first 12 months if not already obtained.
  • Effectively communicate plans, progress, and status/updates to 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 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.
  • 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 outline the features and benefits of the QM/QO and WFM as it relates to the WEM Vendor Suite.

Requirements

  • In-depth experience implementing and consulting with customers on Verint’s WEM suite of software, including Workforce Management and Interactions (QM).
  • Experience of leading and implementing all aspects of a Verint WEM engagement.
  • Broad range of experience consulting with customers regarding best practices with Verint WFM and Interactions.
  • In-depth knowledge of Verint integration architecture.
  • Experience training customers on all aspects of Verint’s WFM and Interactions applications.
  • Ideally, experience with other WEM applications including Performance Management, AQM, Speech, Text, or Desktop Analytics.
  • 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 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 Professional Services or as an application consultant for Workforce Management.
  • Willingness to travel up to 70% with some international travel.
  • Excellent written and verbal communication skills.
  • BA/BS or equivalent experience.
  • Verint Application Consultant Certifications are not required but highly desirable.