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