WFO Application Consultant (Integration)

 

 

Five9 is a leader in Cloud based Contact Center solutions. To complement our rapid growth, we are actively looking for a talented and experienced WEM Application Consultant (Integration) to join our Professional Services team. In this role, you will be responsible for consultative performance in all areas related to the provisioning, implementation, and deployment of WEM solutions.

The ideal candidate will:

• Be competent in one or more scripting languages such as Python or PowerShell

• Have experience integrating CRM solutions such as Salesforce or Zendesk

• Possess proven T-SQL / SQL skills and experience building complex queries and working with joins in various applications

• Be experienced in troubleshooting and testing Scripts and Code

• Possess a strong independent work ethic and ability to acclimate to new systems and processes quickly

• Enable Five9 customers to attain optimal results from WFO products by managing their expectations and satisfaction as a top priority

• Have experience with one or more telephony platforms (Five9, Genesys, Avaya)

• Have in-depth experience implementing and supporting the technical needs of customers using WEM solutions for Quality Monitoring, Workforce Management, and/or Speech Analytics (advantageous) 

Key Responsibilities:

• Act as a Consultant/Engineer level resource for WEM products including Quality Monitoring, WEM Software delivery at an Application, Scorecards and Analytics

• Certification levels in multiple products are not required but highly desirable

• 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 discussions with customers and prospects

• Implement and troubleshoot software solutions in various configurations and customer environments both remotely and on-site

• Understand client requirements and design; collaborate with 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 to enable customer success

• Develop materials aligned with specific Sales and/or Services opportunity requirements for OEM software and services

• Facilitate custom integration work involving Five9 WEM, VCC, and customers’ CRM environments

Key Requirements:

• Experience managing delivery, support, and implementation of WFO (QM/QO, Analytics, and Workforce Management solutions). Experience with Verint, Community WFM, NICE, Calabrio, Pipkins, eWFM, Monet, etc., is highly desired

• Extensive database experience with strong T-SQL and scripting skills

• Experience with API use

• Strong knowledge of SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU, and Call Center practices

• Strong background in Windows application support, including ASP.NET applications, web services, and SQL Server

• 3-5 years of SaaS software implementation and/or support experience, with a minimum of 3 years in a Professional Services or Support organization

• Willingness to travel up to 25%, including some international travel

• Excellent written and verbal communication skills

• BA/BS or equivalent experience

Key Skills:

• Strong combination of project management and technical call center skills along with excellent customer communication skills

• Expert at developing and maintaining positive and productive client relationships; impeccable communication skills and ability to understand client needs are imperative

• Must possess strong working knowledge of WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU, and Call Center practices – prior experience with WFO solutions is required

• Self-starter with excellent time management skills and ability to manage multiple implementation and sales activities simultaneously

Our headquarters is in San Ramon, CA, and we continue to expand globally. We offer a very competitive base salary, full benefits package, and an attractive employee stock purchase plan. Five9 is a high-energy environment with lots of room for personal and professional growth.