Workforce Engagement Management - Application Consultant (Verint)

Bengaluru - India

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

The job posting is outdated and position may be filled

Job Summary

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.

To complement our rapid growth we are actively looking for a talented and experiencedWorkforce Optimization (WFO) Consultant to join our Professional Services team. In this role you will be responsible for consultative performance in all areas related to Five9s solutions provisioning implementation and deployment of technical and business solutions to clients.

*This position is based out of one of the offices of our affiliate Acqueon Technologies in India and will adopt the hybrid work arrangements of that location. You will be a member of the Acqueon team with responsibilities supporting Five9 products collaborating with global teammates based primarily in the United States.

The Ideal Candidate Will:

Have in-depth experience implementing and consulting with customers on Verints 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.
Possess in-depth knowledge of Verint integration architecture.
Have experience training customers on all aspects of Verints WFM and Interactions applications.
Ideally have a broad range of experience with other 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 Management and Speech Analytics is a plus.
Initially this role will focus on Workforce Management and Quality Management.
Verint Application Consultant Certifications are not required but highly desirable. The successful candidate will work towards obtaining the appropriate Verint Certifications within 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 Five9s Professional Services through presentations demonstrations and open discussion with customers and prospects.
Implement and troubleshoot Five9s 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 outline 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 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.

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 Vendor solutions is required.
Self-starter possessing excellent time management skills and able to manage multiple implementation and sales activities simultaneously.

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.

View our privacy policy including our privacy notice to California residents here: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.

Required Experience:

Contract

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 journ...

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.

The Ideal Candidate Will:

Have in-depth experience implementing and consulting with customers on Verints 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.
Possess in-depth knowledge of Verint integration architecture.
Have experience training customers on all aspects of Verints WFM and Interactions applications.
Ideally have a broad range of experience with other 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 Management and Speech Analytics is a plus.
Initially this role will focus on Workforce Management and Quality Management.
Verint Application Consultant Certifications are not required but highly desirable. The successful candidate will work towards obtaining the appropriate Verint Certifications within 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 Five9s Professional Services through presentations demonstrations and open discussion with customers and prospects.
Implement and troubleshoot Five9s 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 outline 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 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.

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 Vendor solutions is required.
Self-starter possessing excellent time management skills and able to manage multiple implementation and sales activities simultaneously.