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.
To support our continued growth, we are seeking a talented and experienced Workforce Engagement Management (WEM) Applications Consultant to join our Professional Services team. This role is responsible for the consultative implementation and deployment of Five9’s WEM solutions, ensuring technical and business success for our clients.
Key Responsibilities:- Deliver software solutions at an Application Consultant/Trainer level across the Five9 WEM suite, with a primary focus on Community Workforce Management (WFM) and other WEM modules based on business needs.
- Lead full-cycle implementations of Five9’s WFM solution, including requirements gathering, configuration, deployment, and training.
- Consult with clients on best practices related to WFM, Interactions, and other WEM applications (e.g., Verint AQM, QM, Speech, Desktop Analytics, and WFM).
- Communicate implementation plans, progress, and status updates to internal teams and customer stakeholders.
- Present and articulate the value of Five9 Professional Services via demos and collaborative discussions with clients.
- Troubleshoot implementation issues across various environments, providing on-site or remote support.
- Translate client requirements into actionable implementation plans in partnership with internal teams.
- Manage project risk by identifying challenges early and developing contingency plans to ensure customer success.
- Develop client-facing documentation that outlines WFM/WEM product capabilities and benefits.
- Actively build and maintain strong client relationships to promote long-term customer satisfaction and success.
- 3 - 5 years of experience in WEM implementation, with at least 3 years in a professional services or consulting role (preferably with Five9 WFM (Community).
- Experience delivering, training, and implementing WFM is required; experience with Community, Verint, NICE, CSI, Calabrio, Aspect Monet, or similar platforms is highly desirable.
- Strong understanding of contact center technologies, including:
- SaaS, Networking, VoIP, CTI, IVR, ACD, Dialer, PBX systems
- CRM and Call Center operational best practices - Proven ability to communicate effectively with both technical and non-technical stakeholders.
- Excellent written and verbal communication skills.
- Bachelor’s degree or equivalent work experience required.
- Willingness to travel up to 30%, including some international travel.
- Community WFM and Verint Application Consultant certifications are a plus, but not required.
- Strong balance of consulting expertise and customer training capabilities.
- Exceptional client engagement and relationship-building skills.
- Experience designing secure implementations with WFM and other WEM tools.
- Proven time management and multitasking ability in a fast-paced environment.
- Self-starter who thrives in a client-facing role and can manage multiple parallel engagements.
Work Location: This role is fully remote for candidates who reside outside the 50 mile radius of our San Ramon office. For candidates who reside within 50 miles of our San Ramon location, this role is Hybrid and would require 3 days a week (M, W, TH) in our San Ramon 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.
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.
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