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

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., 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.

• 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., * 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.

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.

3.73.7 out of 5 stars San Ramon, CA Remote $70,400 - $195,700 a year

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.