Workforce Engagement Management - QM

To complement our rapid growth, 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.
*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.

• Have in-depth experience implementing and consulting with customers on 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.

• Possess in-depth knowledge of Verint integration architecture.

• Have experience training customers on all aspects of Verint’s WFM and Interactions applications.

• Ideally, have a broad range of experience with other WEM applications, including Performance Management, AQM, Speech, Text, or Desktop Analytics.

• 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 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 outline the features and benefits of the QM/QO and WFM as it relates to the WEM Vendor Suite of products.

• 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.

• 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.