Workforce Engagement Management (WEM) Application Consultant (Verint Speech Analytics)

Five9; San Ramon (CA); Hybrid; USD 70,000 - 196,000; Full time

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

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

Five9 is seeking an experienced Workforce Engagement Management (WEM) Application Consultant (Verint Speech Analytics) to help our clients unlock actionable insights from their customer interactions. In this role, you will lead the implementation, optimization, and strategic adoption of speech and text analytics solutions, primarily utilizing Five9 and Verint platforms. You will act as a trusted advisor to contact center leaders, translating complex audio and text data into strategies that improve customer experience, ensure compliance, and drive operational efficiency.

• Have in-depth experience implementing and consulting with customers on the Verint's Speech Analytics, Interactions (QM).and AQM / Quality Bot
• Have experience of leading and implementing all aspects of a Verint WEM engagement.
• Have a broad range of experience consulting with customers regarding best practices with Verint Speech Analytics and Interactions.
• In depth knowledge of Verint integration architecture.
• Will have experience of training customers on all aspects of Verint's Speech Analytics and Interactions applications.
• Will Ideally have a broad range of experience with other Verint WEM applications including Performance Management, AQM, Speech, Text, or Desktop Analytics.

What You'll Do

As a Speech Analytics Consultant, you will be accountable for the following key responsibilities:

• Strategic Consulting: Partner with client leadership to align cloud analytics insights with business objectives, compliance requirements, and contact center KPIs that can be tracked and improved through speech analytics.
• System Implementation & Tuning: Design, build, and tune speech analytics categories, queries, and dashboards within Verint systems to accurately capture customer sentiment, intents, and agent behaviors.
• Client Enablement: Train clients in how to interpret dashboards and maintain their cloud configurations.
• Actionable Insights: Analyze unstructured data to identify root causes of customer friction and integrate findings into broader cloud-based WEM initiatives like targeted Quality Management and coaching.

What You Bring

• Experience: 5+ years of hands-on experience designing and managing speech/interaction analytics In Verint Cloud.
• You will hold currently hold or be working towards Verint Accreditation in Speech Analytics.
• Experience with other Speech Analytics tools.
• Consulting Background: Previous experience in contact center consulting, with a strong understanding of contact center operations, metrics, and workflows.
• Communication: Excellent client-facing communication skills, with the ability to bridge the gap between technical data and business strategy.
• Familiarity / certification in other Verint products is desirable but not essential.

Work Location: This role is fully remote for candidates who reside outside the 30 mile radius of one of our offices. For candidates who reside within a 30 mile radius of one of our offices, this role is Hybrid and would require 3 days a week (T, W, TH) in office.

As part of our continued commitment to diversity, equity, and inclusion, Five9 supports pay transparency during the entire recruitment process. Actual compensation packages are based on several factors that are unique to each candidate including, but not limited to: skill set, depth of experience, certifications, and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States. Your recruiter can share more about the specific compensation package during your hiring process.

Additionally, the total compensation package for this position may also include an annual performance bonus, stock, and/or other applicable incentive compensation plans.

Our total reward package also includes:

• 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.

All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties.

The US base salary range for this role is below.

$70,400-$195,700 USD

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.

View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.

Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.