员工参与管理（WEM）应用顾问（Verint语音分析）
Workforce Engagement Management (WEM) Application Consultant (Verint Speech Analytics)
加入我们，为客户提供愉悦的体验。Five9 是全球领先的云客服中心软件提供商，将云计算创新的力量带给世界各地的客户。
每天践行我们的价值观，塑造了以团队为先的文化，使我们能够共同创新、成长和繁荣。我们重视多样性，营造包容的环境，赋能员工做真实的自己。
Five9 正在寻找一位经验丰富的劳动力参与管理（WEM）应用顾问（Verint 语音分析），帮助我们的客户从客户互动中挖掘可操作的洞察。在此职位中，您将负责语音和文本分析解决方案的实施、优化和战略采用，主要使用 Five9 和 Verint 平台。您将成为客服中心领导的可信顾问，将复杂的音频和文本数据转化为提升客户体验、确保合规性和推动运营效率的策略。
- 具有深入的 Verint 语音分析、Interactions（QM）和 AQM/Quality Bot 的实施和客户咨询经验
- 具有领导和实施 Verint WEM 项目所有方面的经验
- 具有与客户就 Verint 语音分析和 Interactions 最佳实践进行咨询的广泛经验
- 精通 Verint 集成架构
- 具有培训客户掌握 Verint 语音分析和 Interactions 应用所有方面的经验
- 理想情况下，具有使用其他 Verint WEM 应用程序（包括绩效管理、AQM、语音、文本或桌面分析）的广泛经验
**您将负责以下关键职责**
作为语音分析顾问，您将负责以下核心职责：
- 战略咨询：与客户管理层合作，将云分析洞察与业务目标、合规要求以及可通过语音分析跟踪和改进的客服中心 KPI 对齐。
- 系统实施与调优：在 Verint 系统中设计、构建和调优语音分析类别、查询和仪表板，准确捕捉客户情绪、意图和代理行为。
- 客户赋能：培训客户如何解读仪表板并维护其云配置。
- 可操作洞察：分析非结构化数据，识别客户摩擦的根本原因，并将发现整合到更广泛的云解决方案中。
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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.
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.
- 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.
**What You’ll Do**
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.
**What You Bring**
- 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.
Work Location: This role is fully remote for candidates who reside outside the 30 mile radius of one of our offices. For candidates who reside within a 30 mile radius of one of our offices, this role is Hybrid and would require 3 days a week (T, W, TH) in office.
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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.
The US base salary range for this role is below.
$70,400—$195,700 USD
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.
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View our privacy policy, including our privacy notice to California residents here: [https://www.five9.com/pt-pt/legal](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.