WEM Application Consultant

Five9 is seeking an experienced Speech Analytics Consultant 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.

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.

• 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