Workforce Engagement Management (WEM) Application Consultant (Verint Speech Analytics)

Join us in bringing joy to customer experience as a Workforce Engagement Management (WEM) Application Consultant specializing in Verint Speech Analytics. In this role, you will lead the implementation, optimization, and strategic adoption of speech and text analytics solutions for our clients, primarily using Five9 and Verint platforms.

About the role

You will act as a trusted advisor to contact center leaders, translating complex audio and text data into actionable strategies that improve customer experience, ensure compliance, and drive operational efficiency.

Responsibilities

• Partner with client leadership to align cloud analytics insights with business objectives, compliance requirements, and contact center KPIs trackable through speech analytics.
• Design, build, and tune speech analytics categories, queries, and dashboards within Verint systems to capture customer sentiment, intents, and agent behaviors accurately.
• Train clients on interpreting dashboards and maintaining their cloud configurations.
• 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.

Requirements

• 5+ years of hands-on experience designing and managing speech/interaction analytics in Verint Cloud.
• Currently hold or be working toward Verint Accreditation in Speech Analytics.
• Experience with other Speech Analytics tools.
• Previous experience in contact center consulting, with a strong understanding of contact center operations, metrics, and workflows.
• Excellent client-facing communication skills, with the ability to bridge technical data and business strategy.
• Familiarity or certification in other Verint products (e.g., Performance Management, AQM, Speech, Text, or Desktop Analytics) is desirable but not essential.

Schedule

• Fully remote for candidates residing outside a 30-mile radius of a Five9 office.
• Hybrid (3 days a week in-office on Tuesdays, Wednesdays, and Thursdays) for candidates within a 30-mile radius of a Five9 office.

Pay

The US base salary range for this role is $70,400—$195,700 USD. Actual compensation is based on factors such as skill set, depth of experience, certifications, and work location. The total compensation package may also include an annual performance bonus, stock, and other incentive plans.

Benefits

• Health, dental, and vision coverage beginning on the first day of employment (Five9 covers 100% of the employee portion and shares a high portion of dependent costs).
• Short- and Long-Term Disability, Basic Life Insurance, and a 401k savings plan with employer matching.
• Access to an innovative mental health support platform offering personalized care (e.g., therapy, coaching, self-guided mindfulness) for employees and dependents.
• Generous Employee Stock Purchase Plan.
• Paid Time Off, company-paid holidays, paid volunteer hours, and 12 weeks of paid parental leave.