WFO Systems Engineer – Verint – Remote

WFO (Workforce Optimization) Systems Engineer – Verint – UK

Five9 is a leading provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses with cloud contact center software that is reliable, secure, compliant and scalable, which is designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results.

We are actively seeking an experienced WFO (Workforce Optimization) Systems Engineer to join our Technical Operations team. The ideal candidate for this role will have a deep understanding of systems administration technologies, strong analytical and troubleshooting skills, and excellent communication skills.

This position will be located in the United Kingdom on a remote basis.

Key Responsibilities

• Build, deploy and configure WFO Verint (and Five9 WFO) platforms in company’s global data centers
• Collaborate with other Cloud Ops staff to monitor production environments with primary focus on the WFO instances
• Be the primary POC for troubleshooting and fixing any WFO related issues
• Proactive performance management and capacity planning
• Manage technical projects (build, plan, document, train) pertaining to WFO systems
• Update and work on tickets and tasks assigned in a timely manner
• Follow change management process and participate in off-hours maintenance windows
• Participate in on-call rotation

Requirements

• Minimum 4 years technical experience with Windows and Active Directory system administration
• Strong experience with WFO, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices
• 5 years of Verint software installation, configuration and administration, especially in a multi-tenant cloud environment
• Solid experience with Verint QM/WFM is a must
• Knowledge of Verint Analytics and DPA is highly desired
• AWS/GCP administration/certification is a big plus
• Experience in JAVA Enterprise and frameworks in addition to app servers like Tomcat, JBoss etc.
• Good experience with MS SQL (2017/2019): database structure, administration, performance tuning and scripting
• VMware knowledge is a plus
• Excellent verbal and written skills
• B.S. in Computer Science or equivalent experience

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 beautiful Bishop Ranch Business Park in San Ramon, CA.