|WFO (Workforce Optimization) Systems Engineer - Verint - UK|
Location: Greater UK or London,
Employment Type: Full Time
Date Posted: 06/16/2021
Expire Date: 08/16/2021
Job Categories: Other
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.
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
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.
Five9 is a leading provider of cloud contact center software for the digital enterprise, bringing the power of cloud innovation to customers and facilitating more than three billion customer interactions annually. Five9 provides end-to-end solutions with omnichannel routing, analytics, WFO, and AI to increase agent productivity and deliver tangible business results. The Five9 platform is reliable, secure, compliant, and scalable; designed to create exceptional personalized customer experiences. For more information visit www.five9.com.