Remote WEM Analytics Consultant (Verint Speech)

Five9

San Ramon (CA)

Hybrid

USD 70,000 - 196,000

Full time

14 days+

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Benefits offered by this job

Health coverage

Dental coverage

Vision coverage

401k plan

Stock purchase plan

Paid time off

Parental leave

Volunteer hours

Job summary

Five9 is seeking an experienced Workforce Engagement Management (WEM) Application Consultant to help clients unlock actionable insights from their customer interactions. You will lead the implementation of Verint Speech Analytics within a cloud WEM environment and translate data into strategies that improve CX and compliance.

As a trusted advisor to contact center leaders, you will design, implement, and optimize analytics, train customers on dashboards and configurations, and drive adoption

Qualifications

5+ years designing and managing speech/interaction analytics in Verint Cloud.
Verint Accreditation in Speech Analytics.
Experience with other Speech Analytics tools.
Consulting background in contact center operations and metrics.
Excellent client-facing communication skills.

Responsibilities

Strategic consulting to align analytics with business goals, compliance, and KPIs.
System implementation and tuning of speech analytics categories, queries, and dashboards.
Client enablement: train clients on dashboards and cloud configurations.
Identify root causes of friction and drive coaching via insights.

Skills

Speech analytics

Verint Accreditation

Consulting

Client communication

Verint products knowledge

Tools

Verint Speech Analytics

Job description

As a trusted advisor to contact center leaders, you will design, implement, and optimize analytics, train customers on dashboards and configurations, and drive adoption

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