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About the Role
This hands-on consulting role spans implementation, enablement, optimisation and value realisation across Verint’s customer experience solutions. You will join a global community of innovators helping some of the world’s leading organisations deliver tangible customer experience and productivity outcomes.
Responsibilities
- Deliver consulting engagements from onboarding and configuration through to rollout, hypercare and ongoing optimisation.
- Help customers adopt Verint capabilities and achieve measurable improvements in CX, workforce productivity and operational performance.
- Build trusted-advisor relationships with CX, customer operations, WFM, digital, technology and executive stakeholders.
- Lead discovery workshops, translate operational pain points into platform-led solutions and define success measures.
- Support AI, automation, analytics, knowledge management, unified desktop and broader CX transformation initiatives.
- Partner with Sales, Pre-Sales, Product, Renewal and Customer Success teams to shape solutions, support proposals and identify opportunities for additional value.
Requirements
- 5+ years of experience in customer service, contact centres, customer operations, CX consulting or a related field.
- Hands-on experience using, owning, implementing or optimising CX technology.
- Understand contact centre operations and metrics, workforce management, CX analytics, and AI or automation in service environments.
- Delivered or supported SaaS implementations and are comfortable owning customer-facing advisory and delivery outcomes.
- Communicate confidently with technical, operational and executive stakeholders and can facilitate workshops that turn discussion into action.
- Commercially aware, data-driven and focused on adoption, measurable value and long-term customer success.
- Experience with Verint or a comparable CX platform.
- Deep expertise in an industry sector and its regulatory environment.
- A background in enterprise contact centres, shared services, digital transformation, a centre of excellence, professional services or customer success.
- Practical experience using Verint applications to improve CX and generate insight.
Skills
- Workforce Management and workforce optimisation
- Conversational AI, agent assist, bots and automation
- Interaction analytics, dashboards and actionable insight
- Knowledge Management and Unified Desktop
- CX strategy, adoption, change and value realisation
Location
- ANZ
Work Type
- Full-time
Experience Level
- 5+ years
About the Company
- We value collaboration, direct communication, continuous innovation, action and customer impact—and we offer meaningful opportunities to grow your expertise while doing work that matters.