Five9 is looking for an experienced Verint Subject Matter Expert. The SME will be responsible for troubleshooting, assisting and analyzing customer concerns with Verint WFO Platform.
It also includes providing Training Material and roll out of Technical Trainings within the Support Organization. SME will also be responsible for identifying issues and creation of Knowledge based Articles for Internal and External consumption.
Principal Duties and Essential Responsibilities :
Implement, troubleshoot and support WFO applications (Verint, Calabrio, CSI) in a wide array of configurations and customer environment.
Accurately document technical issues, escalations and customer interactions.
Updates Knowledge Articles (Internal / External
Identifies underlying causes of a problem, including problem identification and classification (root cause analysis).
Diagnoses problems accurately and works to find appropriate solutions in a timely manner.
Continually seek opportunities to increase customer satisfaction and strengthen client relationships by interacting effectively at all levels of the client organization.
Proactively do trend analysis in an attempt to offer preventative solutions and eliminate recurring problems.
Will be cognizant of all known service outages and will maintain awareness of all maintenance / software product changes that could impact customers.
Will work cross functionally in a customer facing capacity, and coordinate with internal organizations with Five9.
Work within a 24x7x365 support environment.
Job requirements are subject to change based on management discretion.
Minimum Requirements :
Bachelor’s degree or higher from a reputable institution or the equivalent in relevant work experience
Three or more years of relevant work experience in a call center related role such as : Workforce Analyst or Queue Manager.
Strong background on any WFM related tools (Verint) preferred
Good background in Quality Monitoring
Excellent verbal and written communication skills (English)
Working knowledge of Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.)
Strong analytical and problem solving skills
Ability to operate with minimal guidance; must be able exercise sound judgment and decision making in challenging situations
Possesses an ability to prioritize multiple responsibilities and deliver on commitments; must be comfortable working in a fast-paced, dynamic environment
Willing to work a night shift schedule