Product Owner, Telephony
EVERSANA
CloudTableauVoIP
Application Consultant – Workforce Engagement Management
Five9
full-time
Posted on:
Origin: • 🇮🇳 India
Visit company websiteJob 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.
