Cloud Contact Center Software Expert
5 days ago
We are seeking a highly experienced Workforce Optimization (WFO) Consultant to join our Professional Services team at Five9, a leading provider of cloud contact center software. The ideal candidate will have in-depth knowledge of Verint's WEM suite of software and experience implementing and consulting with customers on Workforce Management and Interactions.
The successful candidate will be responsible for delivering software solutions to clients, providing training and support, and communicating effectively with internal staff and customer stakeholders. A strong understanding of SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU, and Call Center practices is essential.
Key Responsibilities:
- Deliver software solutions at an Application Consultant/Trainer level for our WEM Vendor suite of products, including Quality Monitoring and Workforce Management.
- 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.
Requirements:
- A minimum of 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.
- Experience managing delivery, training, and implementation of Verint WEM, (QM/AQM, Analytics, and Workforce Management solutions).
- Strong knowledge of SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU, and Call Center practices.
- Excellent written and verbal skills.
- BA/BS or equivalent experience.
Total Compensation Package:
- $90,900 - $141,800 per year, based on location and experience.
- Paid Time Off, Company paid holidays, annual paid volunteer hours, and 12 weeks paid parental leave.
- Access to an innovative mental health support platform, employee discounts, and a generous employee stock purchase plan.
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