Workforce Engagement Management (WEM) Application Consultant
New
F
Five9Cloud Contact Center
United States (Remote)Full-TimeSenior
Salary$70,400 — $195,700 USD
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Job Details
- Experience
- 5+ years
- Required Skills
- Data Analysis
Requirements
- 5+ years of hands-on experience designing and managing speech/interaction analytics in Verint Cloud.
- In-depth knowledge of Verint integration architecture.
- Experience leading and implementing all aspects of a Verint WEM engagement.
- Strong consulting background with deep understanding of contact center operations, metrics, and workflows.
- Ability to train customers on all aspects of Verint’s Speech Analytics and Interactions applications.
- Currently hold or be working towards Verint Accreditation in Speech Analytics.
- Excellent client-facing communication skills to bridge technical data and business strategy.
- Experience with other Verint WEM applications such as Performance Management, AQM, Speech, Text, or Desktop Analytics is a plus.
- Experience with other Speech Analytics tools is a requirement.
Responsibilities
- Partner with client leadership to align cloud analytics insights with business objectives, compliance requirements, and contact center KPIs.
- Design, build, and tune speech analytics categories, queries, and dashboards within Verint systems.
- Train clients on how to interpret dashboards and maintain their cloud configurations.
- Analyze unstructured data to identify root causes of customer friction.
- Integrate findings into broader cloud-based WEM initiatives like targeted Quality Management and coaching.
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