Job Details

LOC : San Ramon CA

Job description

• Client is a leader in Cloud based Contact Center solutions and one of the Bay Areas 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 clients 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 Verint WFO suite of software including Quality Monitoring/Analytics and/or WFM software
• Lead and manage all aspects of clients implementation of multi-tenant Quality Monitoring and Workforce Management software for Verint 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 Verint software suite
• Enable our customers to attain optimal results from client and partner 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.

Responsibilities:

• Software delivery at an Application Consultant/Trainer level for the Verint suite of 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 clients Professional Services through presentations, demonstrations and open discussion with customers and prospects Implement and troubleshoot clients
• Verint 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 needsMitigate 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 Verint Suite of products.
• Develop materials in-line with the specific Sales and/or Services opportunity requirements for OEMd software and services

• Experience managing delivery, training and implementation of Verint WFO (QM/QO, Analytics and Workforce Management solutions).
• Experience with NICE, Calabrio, Pipkins, eWFM, Monet, etc. is highly desiredStrong knowledge of SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices
• 3-5 years of Verint implementation experience, with a minimum of 3 years in a Professional Services or Support organization.