Enterprise Solution Consultant (AI & WEM SME) United States (Remote)

About the position Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves. Five9 is looking for a Solution Consultant to drive solution discovery and design of Five9's AI Solutions. This includes collaborating on sales proposals, providing pre-sales support to both direct and indirect sellers, solution demonstration, and making best practice recommendations which enable our customers to get optimal results from their contact center.

Responsibilities

• Partner with direct and indirect sales teams to acquire new Five9 customers
• Translate customer business needs/outcomes to technical solutions
• Provide subject matter expertise to Five9 Sales Directors and Solution Consultants
• Engage in solution discovery and design, with a focus on integrating Five9 technology into an organization's existing infrastructure
• Educate, enable, and empower Five9 direct and indirect technical sellers
• Deliver customized solution demonstrations
• Remain up to date on the latest technologies related to Contact Center and conversational AI
• Answer customer-initiated Requests for Proposal (RFP) and Requests for Information (RFI)
• Effectively communicate Solutions Consulting plans, progress, and status to both internal and customer organizations
• 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 specific sales and/or services opportunity requirements
• Work with Professional Services to align on configuration of products for customers and ensure a seamless pre to post sales transition
• Establish and maintain lines of communication with internal stakeholders on key initiatives
• Work with Marketing and Product Managers to define new products and provide insight from the field back to these groups
• Must be able to travel nationally on short notice, up to 60% at times, providing on-site consulting work to clients in addition to working remotely from your home office

Requirements

• 5 Years of experience
• Business acumen, with an engineering mindset
• Moderate technical knowledge of, and experience with, Voice and Digital AI products like Chatbots, Interactive Voice Assistants (IVA), Interactive Voice Response (IVR)
• Moderate Contact Center industry experience
• Outstanding verbal, written and presentation skills with the ability to foster effective customer relationships
• Technical knowledge of systems integration (APIs, SOAP, REST, etc.)
• Education - Bachelor's or Equivalent Experience Preferred
• Extensive on-site and web-based Executive presentation experience and skills
• Proven record of successful solution selling, demonstrations, and presentations
• Inquisitive nature
• Technical aptitude
• High degree of self-motivation
• Enterprise architecture design

Nice-to-haves

• CX Industry Application of Generative AI
• Prompt Engineering
• Machine Learning
• LLMs
• UCaaS
• Workforce Engagement Management
• Contact Center Operations
• Contact Center Reporting
• Knowledge Management
• Workflow Automation
• Biometrics
• HIPAA
• PCI
• Conversation Design

Benefits

• Health, dental, and vision coverage, beginning on the first day of employment
• Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost
• Short & Long-Term Disability
• Basic Life Insurance
• 401k saving plan with employer matching
• Access to an innovative mental health support platform
• Generous employee stock purchase plan
• Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave

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