Workforce Engagement Management (WEM) Applications Consultant (Verint AQM - SA)
Location: United States (Remote)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.
- 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).
- 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
- Experience with other WEM solutions such as NICE, CSI, Calabrio, Aspect Monet, etc. is highly desired.
- 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
- Self-starter possessing excellent time management skills and able to manage multiple implementation and sales activities simultaneously
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
- Responsible for the development and maintenance of all Verint Quality Bot ™ / AQM related service offerings and customer-facing materials
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