WFO Application Consultant (Integration)

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