Workforce Engagement Management, Verint DPA Consultant

Five9

Workforce Engagement Management Consultant delivering and implementing Verint WEM solutions at Five9. Partnering with customers to achieve technical and business outcomes while driving customer satisfaction.

Posted 5/20/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $70,400 - $196,300 per yearWebsite

Tech Stack

Tools & technologies

CloudVoIP

About the role

Key responsibilities & impact

Software delivery at an Application Consultant/Trainer level for our WEM Vendor suite of products including Desktop and process analytics and Quality Monitoring.
Initially, this role will have a focus on DPA and Quality Management.
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.
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 DPA services and will be responsible for the development and maintenance of all DPA service offerings and customer-facing materials.

Requirements

What you’ll need

Experience managing delivery, training, and implementation of Verint WEM, (QM/AQM, Desktop and Process Analytics and).
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.
5 years of Verint WEM implementation experience, with a minimum of 3 years in a Professional Services or as an application consultant for Verint DPA.
At least 3 years’ experience building Application triggers in a range of environments.
Willingness to travel up to 70% with some international travel.
Excellent written and verbal skills.
BA/BS or equivalent experience.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Verint WEMDPAQuality ManagementSaaSNetworkingCRMWFMPBXDialerACD

Soft Skills

communicationproject managementcustomer satisfactionrelationship buildingproblem-solvingpresentation skillstrainingimplementation planningrisk mitigationteam collaboration

Certifications

cloud certifications for Verint DPA