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.
Five9 is seeking an experienced Speech Analytics Consultant to help our clients unlock actionable insights from their customer interactions. In this role, you will lead the implementation, optimization, and strategic adoption of speech and text analytics solutions, primarily utilizing Five9 and Verint platforms. You will act as a trusted advisor to contact center leaders, translating complex audio and text data into strategies that improve customer experience, ensure compliance, and drive operational efficiency.
What You’ll Do
As a Speech Analytics Consultant, you will be accountable for the following key responsibilities:
- Strategic Consulting: Partner with client leadership to align cloud analytics insights with business objectives, compliance requirements, and contact center KPIs that can be tracked and improved through speech analytics.
- System Implementation & Tuning: Design, build, and tune speech analytics categories, queries, and dashboards within Verint systems to accurately capture customer sentiment, intents, and agent behaviors.
- Client Enablement: Train clients in how to interpret dashboards and maintain their cloud configurations.
- Actionable Insights: Analyze unstructured data to identify root causes of customer friction and integrate findings into broader cloud-based WEM initiatives like targeted Quality Management and coaching.
What You Bring
- Experience: 5+ years of hands-on experience designing and managing speech/interaction analytics In Verint Cloud.
- You will hold currently hold or be working towards Verint Accreditation in Speech Analytics.
- Experience with other Speech Analytics tools.
- Consulting Background: Previous experience in contact center consulting, with a strong understanding of contact center operations, metrics, and workflows.
- Communication: Excellent client-facing communication skills, with the ability to bridge the gap between technical data and business strategy.
- Familiarity / certification in other Verint products is desirable but not essential
Why Join Five9
- Industry leader in cloud contact center innovation, serving top global brands.
- Remote-first role with exposure to high-profile enterprise customers.
- Continuous learning with access to training, certifications, and cross-platform expertise.
- Collaborative, high-performance culture where your expertise directly impacts customer success.
Company Benefits
- Company stocks
- Annual merit increase based on performance
- 15% night shift differential pay
- Paid Leave with Cash Conversion
- HMO with free dependents
- Retirement Plan
- Life Insurance
- While on work from home setup: Internet and meal allowance are provided
- Employee Assistance Program for mental and social well-being
- Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)
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: https://www.five9.com/pt-pt/legal.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
Skills Required
- 5+ years of hands-on experience designing and managing speech or interaction analytics in Verint Cloud
- Current Verint Speech Analytics Accreditation or active progress toward accreditation
- Experience with other speech analytics tools
- Previous contact center consulting experience
- Strong understanding of contact center operations, metrics, and workflows
- Excellent client-facing communication skills
- Ability to translate technical data into business strategy
- Familiarity with or certification in other Verint products
Five9 Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Five9 and has not been reviewed or approved by Five9.
-
Healthcare Strength — Employer-paid employee premiums, multiple plan options, and broad coverage across medical, dental, vision, disability, FSAs, and EAP are emphasized as core elements of the package. These features position healthcare as a standout component of total rewards.
-
Equity Value & Accessibility — Equity grants and an ESPP are highlighted as meaningful parts of total compensation. Feedback suggests these stock components can materially enhance overall pay when company performance is favorable.
-
Fair & Transparent Compensation — Public job postings include salary ranges and company materials describe formal peer benchmarking of pay. These practices indicate structure and visibility around compensation decisions.
Five9 Insights
What We Do
Five9 is an industry-leading provider of cloud contact center solutions, bringing the power of cloud innovation to more than 2,000 customers worldwide and facilitating billions of customer engagements annually. The Five9 Intelligent Cloud Contact Center provides digital engagement, analytics, workflow automation, workforce optimization, and practical AI to help customers reimagine their customer experience. Designed to be reliable, secure, compliant, and scalable, the Five9 platform helps increase agent and supervisor productivity, connects the contact center to the business, and ultimately deliver tangible business results including increased revenue and enhanced customer trust and loyalty
