WFO Platform Engineer

2 weeks ago

Manila, National Capital Region, Philippines Five9 Inc. Full time

WFO Platform Engineer

Five9 is a leader in Cloud based Contact Center solutions. 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.
  • Be competent In or more scripting languages such as Python or PowerShell
  • Will have experience of integrating to CRM solutions such as Salesforce.
  • Possess a strong independent work ethic and ability to acclimate to new systems and processes quickly.
  • Enable Five9 customers to attain optimal results from WFO products by managing their expectations and satisfaction as a top priority.
  • Will have experience with one or more telephony platforms (Five 9, Genesys, Avaya)

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.

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
  • Develop materials in-line with the specific Sales and/or Services opportunity requirements for OEM software and services.
  • Facilitating custom integration work Five9 WFO, VCC and customers CRM environments

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.'
  • Extensive database experience with strong T-SQL skills.
  • Experience of API use
  • 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

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