NICE/IEX Implementation Consultant Five9

The NICE/IEX Implementation Consultant will lead and manage all aspects of the implementation of Five9?s on demand NICE and IEX offerings for our Mid-Market and Enterprise clients. This includes collaborating on Sales proposals, generating Statements of Work, providing pre-sales support to Sales, planning Implementation engagements, creating Project Plans, eliciting and defining Customer requirements, implementing solutions, training Customers in the use of the solutions and making best practice recommendations which enable our Customers to attain optimal results from their Five9, NICE and IEX investment. As a key contributor to the Professional Services Team, we are looking for individuals that understand the value of teamwork, have a positive, ?can do? attitude and are motivated to help us delight our Customers and grow our business.
Position Location:

San Francisco/Bay Area, California candidates are preferred; Candidates located outside of the Bay Area (but within the Continental US) will be considered on a case-by-case basis.

Responsibilities:

Implement and troubleshoot Five9?s NICE and IEX on demand software solutions in a wide array of configurations and Customer environments both remotely and on-site.
Manage the day-to-day operational and tactical aspects of multiple NICE and IEX Implementation projects; Effectively communicate plans, progress and status to both internal and Customer stakeholders.
Partner with Account Executives to sell both the Five9 and NICE/IEX on demand solutions into larger and more demanding Mid-Market, Enterprise and Strategic companies.
Articulate the value of Five9?s Professional Services through presentations, demonstrations and open discussion with Customers and prospects.
Continually seek opportunities to increase Customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization.
Develop materials in-line with the specific Sales and/or Services opportunity requirements.

Requirements:

Must be a self-starter possessing excellent time management skills; Able to manage multiple activities simultaneously while requiring little or no oversight and/or direction.
3-5 years of NICE and/or IEX Implementation, Consulting or Administration in a Call Center environment implementing/supporting call recording, screen recording, analytics-based call scoring, quality optimization and/or workforce management is required.
Experience with implementing/supporting TDM and/or VoIP Call Center solutions (Genesys, Avaya, Cisco, Aspect, LiveOps, Contactual, InContact, Interactive Intelligence and/or CosmoCom) is a plus - Applicants with experience deploying and/or managing Five9 Call Center solutions are preferred.
Working knowledge of CRM and Lead Management solutions (Salesforce, Siebel, NetSuite, RightNow, Leads360 and/or LeadMailbox) is a plus.
Must be willing to travel 25-50% regionally with some national and international travel possible.
BA/BS or equivalent experience.


Skills:

Must possess a strong combination of project management and technical call center skills along with excellent Customer communication skills.
Must possess a strong working knowledge of WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices ? Experience with NICE Monitoring and/or IEX WFM solutions is required.
Excellent verbal and written skills required.

Location:	7901 Stoneridge Drive Suite 200 Pleasanton, CA 94588 United States