Workforce Optimization Project Manager

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Requirements:

• Experience implementing WFO and or Contact Center solutions with the Verint WFO tool set.
• Solid technical knowledge and or hands-on experience with SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU, and Call Center practices.
• Four years of experience, with a minimum of 2 years in a Project Management position in WFO and or Technical Services organization.
• Excellent written and verbal skills.
• BA/BS or equivalent experience.
• Strong combination of project management and technical call center 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.
• Self-starter possessing excellent time management skills and be able to manage multiple implementation and sales activities simultaneously.

Responsibilities:

• Manage the strategic and day-to-day operational and tactical aspects of multiple customer-facing WFO and associated projects.
• 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.
• 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.