Enterprise Solution Consultant - WEM & AI SME

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 looking for an Enterprise Solution Consultant to lead and manage the technical and solution design of the Five9’s WEM, AI and NextGen Quality Management (QM) product portfolio.

The role requires expert levels of technical and business skills. Tenure and experience as a solution consultant in relevant industries are critical factors considered, but are not, by themselves, deciding factors for applying candidates.

Candidates should demonstrate exceptional professionalism, determination, focus, and the ability to deliver results while providing consultation to our customers and prospects.

Key Responsibilities:

• Align with Five9 sellers and solution consultants to perform solution discovery and assist with solution selection (and design) in a manner that positions the appropriate Five9 WEM, AI and NextGen QM products to deliver on a customer’s desired outcome(s).
• Provide enablement training to SME SCs, Core SCs, Partner SCs and ISV SCs.
  • Effectively communicate product benefits, ROI and tie solutions to desired outcomes
  • Develop materials, as needed.
• Assist Five9 sellers by delivering impactful demonstrations and answering RFP/RFI’s.
• Collaborate with Five9 sellers on opportunities, providing pre-sales support to both direct and indirect sellers, solution selling, and making best practice recommendations.
• Develop materials, as needed, to assist with advancing specific sales and/or services opportunities.
• Establish and maintain lines of communication with Marketing and Product Managers on key initiatives that’ll drive Five9’s go-forward efforts.
  • Assist these teams with defining new feature/functionality, new products and provide insight from the field back to these groups.
• Work with Five9’s Professional Services group to align on configuration of products for complex customers to ensure a seamless pre to post sales transition.
• Must be able to travel nationally on short notice, up to 60% at times, providing on-site solution consulting work to clients in addition to working remotely from your home office.

Key Qualifications:

• Workforce Management expertise:
• In-depth understanding of workforce forecasting, scheduling, and real-time management.
• Proven experience with workforce management tools and technologies.
• Quality Management (QM) and NextGenQM proficiency:
• Knowledge of quality assurance trends, including automated AI-driven quality management tools.
• Experience in implementing quality monitoring programs to drive agent and customer satisfaction.
• Agent Assist technical knowledge:
• Familiarity with AI and automation tools designed for real-time agent assistance.
• Experience in presenting the value of tools like real-time guidance, sentiment analysis, and knowledge bases.
• Workforce Engagement Management Focus:
• Strong grasp of employee experience strategies that improve engagement and retention.
• Ability to align WEM initiatives with broader business goals and outcomes.
• Technical Acumen:
• Ability to understand and communicate technical concepts related to WEM, QM, and Agent Assist technologies.
• Proven expertise in integrating and streamlining multiple software platforms to deliver a unified and seamless user experience.
• Consultative Skillset:
• Demonstrated ability to analyze business needs and recommend tailored solutions.
• Experience partnering with cross-functional teams, including sales and operations, to deliver outcomes.
• Communication and Presentation Skills:
• Strong ability to articulate complex concepts clearly and effectively to diverse audiences.
• Comfortable delivering demos, training sessions, and executive presentations.
• Industry Experience:
• Deep background in contact center operations or relevant industries where workforce optimization is critical.

Work Location: This role is fully remote for candidates who reside outside the 50 mile radius of our San Ramon office. For candidates who reside within 50 miles of our San Ramon location, this role is Hybrid and would require 3 days a week (M, W, TH) in our San Ramon office.

As part of our continued commitment to diversity, equity, and inclusion, Five9 supports pay transparency during the entire recruitment process. Actual compensation packages are based on several factors that are unique to each candidate including, but not limited to: skill set, depth of experience, certifications, and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States. Your recruiter can share more about the specific compensation package during your hiring process.

Additionally, the total compensation package for this position may also include an annual performance bonus, stock, and/or other applicable incentive compensation plans.

Our total reward package also includes:

• Health, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost. We also offer Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching.
• Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
• Employee discounts based on needs and interests—from everyday essentials to big ticket purchases all access through our Five9 Discount Hub.
• Generous employee stock purchase plan.
• Paid Time Off, Company paid holidays (including a winter break in the US at the end of the year), annual paid volunteer hours and 12 weeks paid parental leave.

All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties.

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.

Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.

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.