We are actively looking for a talented and experienced Workforce Optimization (WFO) Project Manager to join our Professional Services team. In this role, you will be responsible for delivery and Project Management related to Five9’s WFO solutions, implementation, and deployment of technical and business solutions to clients. 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.
The ideal candidate will:
Have in-depth experience managing WFO Projects within Verint, NICE and/or Calabrio Cloud suite.
Lead and manage all aspects of Five9’s implementation for WFO products based on best practices and customer requirements.
Enable our customers to attain optimal results from Five9 and WFO products by managing their expectations to deliver customer defined results.
Key Responsibilities:
- Manage the strategic, as well as day-to-day operational and tactical aspects, of multiple large scale customer facing projects on WFO and associated projects.
- 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.
- 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.
- Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization
Key Requirements:
- Experience managing delivery, training and implementation of WFO products such as NICE, Verint, Pipkins, and CSI.
- Strong technical knowledge and or hands-on experience with SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices.
- 3+ years of experience, with a minimum of 2 year in a Project or Program Management position in a WFO Professional Services organization.
- Willingness to travel up to 10-15%
- 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.
- Self-starter possessing excellent time management skills and be able manage multiple implementation and sales activities simultaneously
This role is fully remote for candidates who reside at least 50 miles away from our San Francisco or San Ramon office locations. For candidates who reside within 50 miles of our San Francisco or San Ramon locations, this role will be Hybrid.
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