Workforce Engagement Management, Verint DPA Consultant

Job Description:

• Software delivery at an Application Consultant/Trainer level for our WEM Vendor suite of products including Desktop and process analytics and Quality Monitoring.
• Initially, this role will have a focus on DPA and Quality Management.
• Candidates must hold current ‘cloud certifications for Verint DPA’ or be able to work towards obtaining the appropriate Verint Certifications, within the first 30 days, 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.
• The successful candidate will be designated owner for Five9’s DPA services and will be responsible for the development and maintenance of all DPA service offerings and customer-facing materials.

Requirements:

• Experience managing delivery, training, and implementation of Verint WEM, (QM/AQM, Desktop and Process Analytics and).
• 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.
• 5 years of Verint WEM implementation experience, with a minimum of 3 years in a Professional Services or as an application consultant for Verint DPA.
• At least 3 years’ experience building Application triggers in a range of environments.
• Willingness to travel up to 70% with some international travel.
• Excellent written and verbal skills.
• BA/BS or equivalent experience.

Benefits:

• Health, dental, and vision coverage, beginning on the first day of employment.
• Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost.
• We also offer Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching.
• Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
• Generous employee stock purchase plan.
• Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.

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