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. Apply tot his job Apply To this Job