WEM Application Consultant
Five9 · Manila, Philippines · 1mo ago
Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.
Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.
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.
What You’ll Do
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.
What You Bring
- 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
Why Join Five9
- Industry leader in cloud contact center innovation, serving top global brands.
- Remote-first role with exposure to high-profile enterprise customers.
- Continuous learning with access to training, certifications, and cross-platform expertise.
- Collaborative, high-performance culture where your expertise directly impacts customer success.
Company Benefits
- Company stocks
- Annual merit increase based on performance
- 15% night shift differential pay
- Paid Leave with Cash Conversion
- HMO with free dependents
- Retirement Plan
- Life Insurance
- While on work from home setup: Internet and meal allowance are provided
- Employee Assistance Program for mental and social well-being
- Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)
Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.
View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.