wfo platform EngineerFive9 Inc.

WFO Platform Engineer 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 200 WFO Platform Engineer 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. To complement our rapid growth, we are actively looking for a talented and experienced Workforce Optimization (WFO) Platform Engineer 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 WFO solutions. The ideal candidate will: Have in-depth experience implementing and supporting the technical needs of customers on using leading WFO solutions for Quality Monitoring, Workforce Management, and/or Speech Analytics. Possess a strong independent work ethic and ability to acclimate to new systems and processes quickly. Lead and manage all aspects of Five9's implementation of multi-tenant Quality Monitoring and Workforce Management software products based on best practices and customer requirements Ability to train and mentor Five9 team members on the functional and technical aspects of the WFO software suite Enable Five9 customers to attain optimal results from WFO 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: Mandaluyong, Philippines Key Responsibilities: Software delivery at an Application Consultant/Engineer level for WFO products including Quality Monitoring, Workforce Management, Scorecards and 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 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 materials in-line with the specific Sales and/or Services opportunity requirements for OEM'd software and services 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 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% 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 WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices - prior experience working with WFO 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.
Monster

Philippines
Permanent
Full-time