Workforce Engagement Management (WEM) Applications Consultant (Verint AQM - SA)
This role is fully remote for candidates who reside outside the 50 mile radius of our San Ramon office. For candidates who reside within 50 miles of our San Ramon location, this role is Hybrid and would require 3 days a week (M, W, TH) in our San Ramon office.Full-TimeSenior
Salary70,400 - 196,300 USD per year
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Job Details
- Experience
- 5 years of Verint WEM implementation experience, with a minimum of 3 years in a Professional Services or as an application consultant for Verint AQM/ Quality Bot ™ or Speech Analytics.
- Required Skills
- NetworkingCRMSaaS
Requirements
- Extensive experience implementing and consulting on Verint WEM solutions, with a strong focus on Quality Bot™ / AQM, Speech Analytics and Quality Management.
- Proven ability to lead and deliver end-to-end Verint WEM engagements, from design through deployment.
- Broad consulting experience advising customers on best practices for Verint AQM, Speech Analytics and Interactions
- Deep understanding of Verint integration architecture includes the integration of QM data with Performance management and reporting.
- Hands-on experience training customers across all aspects of Verint AQM, Quality Bot and Speech Analytics.
- Ideally, exposure to additional Verint WEM applications, such as Performance Management, Text Analytics, and Workforce 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.
- Experience managing delivery, training, and implementation of Verint WEM, (QM/AQM, Speech analytics and performance management).
- 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 AQM/ Quality Bot ™ or Speech Analytics.
- Willingness to travel up to 70% with some international travel
- Excellent written and verbal skills
- BA/BS or equivalent experience
- Must possess a strong working knowledge of QM, Analytics, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices – Experience with WFO Vendors solutions is required
Responsibilities
- Software delivery at an Application Consultant/Trainer level for our WEM Vendor suite of products including Quality Bot™ / AQM, Speech Analytics and Quality Monitoring.
- 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 Verint AQM /Quality Bot ™ services and will be responsible for the development and maintenance of all Verint Quality Bot ™ / AQM related service offerings and customer-facing materials
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