AddressAn exciting opportunity exists at Verint - a global software organisation and market leader that offers a holistic vision for customer engagement solutions. Our solutions help our customers optimize their customer experience by understanding their business operations, customer sentiment and intent through a comprehensive set of analytical tools, which create enduring customer relationships by connecting work, data and experiences across the enterprise.
The main elements of this role will involve consultation around our client's current Voice of the Customer Analytics approach with a specific focus on Speech Analytics, Text Analytics, Automated Quality Management, Customer Feedback Management and CX-enhancing technologies, defining frameworks for implementation, analysis methodology and optimisation of business operations across our clients' operations.
This role will have variety and flexibility, working with multiple customers across various industry verticals on short projects time or developing a one-on-one relationship with a customer to deliver consulting services in a longer term engagement.
Verint is a certified Great Place to Work and the successful candidate will be joining a diverse team of consultants that are passionate about driving the best outcomes for our customers. You don't need to be a product expert to join the consulting team at Verint, we just ask that you are customer driven, open to learning new solutions and methodologies and are excited to join a collaborative team that celebrate their successes.
- You will be delivering services and solution that inspire customer advocacy and engagement for the Verint solution suite
- Your ability to gather requirements and make recommendations will be utilised regularly as you build relationships with customers and become a trusted advisor.
- You will be leveraging your existing experience in any one of the following areas; Insights and Analytics, Customer Experience, Quality Management; to help our customers with their operational and strategic needs. This doesn't need to be product experience, you may have had experience in any industry helping drive quality transformation, uncovering customer insights or developing process and/or automation opportunities.
- You will have the opportunity to share your knowledge with an experienced group of APAC consultants and leverage their expertise for your ongoing customer engagements
- You will get to know our Pre Sales and Support Teams, becoming a key resource for them in scoping opportunities and determining requirements
- Your typical work week changes frequently, and you are excited to throw yourself into new challenges. You may spend one week training operational staff on new product functionality and then be working to develop new consulting methodology the next. You may go from running presentations and advocating for Verint solutions in one on one or workshop settings to collaborating with stakeholders on their quality or insights strategies
About You
- Ideally, you will have had at least 5 years experience in Contact Centre Operations perhaps focussing in areas such as Insights, Analytics, Quality, Process Improvement or Change.
- Exposure to some elements of Voice of the Customer technology such as Speech Analytics, Text Analytics, Surveys or Quality Management would be advantageous
- You've been exposed to a variety of stakeholder groups and pride yourself on your ability communicate across different stakeholder levels and needs.
- You will bring experience and examples of insights, initiatives, optimisation or change that you've uncovered, delivered, or championed within your previous roles.
- You get excited about business analysis, data manipulation and using these skills to drive positive outcomes. You aren't a data scientist, but you are data driven.
- You are passionate about learning and developing your skills. You get excited when you are faced with new challenges and thrive in environments where you are given the autonomy and responsibility to drive your own outcomes.
Desirable but Non-Essential Skills
- Bachelor's Degree in appropriate field or equivalent industry experience
- Demonstrated capability of operating in a customer-focused, customer service/sales-driven environment
- Previous experience using Verint Workforce Optimization & Customer Engagement Optimization solutions, or equivalent product sets.
- Data Manipulation Tools (SQL, SSRS) and Data Visualisation Tools (Tableau, Power BI)
