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Job Title: WFO Consultant
Location: London, England, United Kingdom
Position Type: Full Time
Post Date: 10/28/2020
Expire Date: 12/28/2020
Job Categories: Telecommunications
Job Description
WFO Consultant
Workforce Optimization Consultant

Five9 is a leading provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses with cloud contact center software that is reliable, secure, compliant and scalable, which is designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results.

Five9 is a leader in Cloud based Contact Center solutions and one of the Bay Area’s fastest growing companies. To complement our rapid growth, we are actively looking for a talented and experienced Workforce Optimization (WFO) Consultant to join our Professional Services team. In this role, you will be responsible for consultative performance in all areas related to Five9’s solutions provisioning, implementation, and deployment of technical and business solutions to clients. The ideal candidate will:
Have in-depth experience implementing and training customers on the WFO Vendor WFO suite of software including Quality Monitoring/Analytics and/or WFM software
Lead and manage all aspects of Five9’s implementation of multi-tenant Quality Monitoring and Workforce Management software for WFO Vendor products based on best practices and customer requirements
Ability to train and mentor other PS team members on the functional and technical aspects of the WFO Vendor software suite
Enable our customers to attain optimal results from Five9 and Vendor products by managing their expectations and satisfaction as a top priority

As a key contributor to the Professional Services Team, we are looking for a passionate, self-managed individual who can work well with a cohesive team to help us delight our customers and grow our business.

Location: Remote - United Kingdom

Key Responsibilities:
Software delivery at an Application Consultant/Trainer level for our WFO Vendor suite of products including Quality Monitoring, Workforce Management, Performance Managements and Speech Analytics. Certification levels in multiple products is 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 discussion with customers and prospects
Implement and troubleshoot Five9’s WFO Vendor on demand software solutions in a wide array of configurations and Customer environments both remotely and on-site.
Understand client requirements and design; work with the 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 that enable customer success
Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization
Develop and deliver Sales Operations facing materials that outlines the features and benefits of the QM/QO and WFM as it relates to the WFO Vendor Suite of products.

Key Requirements:
Experience managing delivery, training and implementation of WFO, (QM/QO, Analytics and Workforce Management solutions). Experience with Verint, NICE,CSI, Calabrio, Aspect Monet, etc. is highly desired
Strong knowledge of SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices
3-5 years of WFO Vendor implementation experience, with a minimum of 3 years in a Professional Services or Support organization.
Willingness to travel up to 70% with some international travel
Excellent written and verbal 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 relationships with clients; impeccable communication skills and ability to understand clients’ needs is imperative
Must possess a strong working knowledge of QM, Analytics, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices – Experience with WFO Vendors solutions is required.
Self-starter possessing excellent time management skills and be able manage multiple implementation and sales activities simultaneously

Our headquarters is located 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.

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