Workforce Engagement Management (WEM) Platform Engineer

About the role

Join Five9 as a WEM Platform Engineer, driving technical readiness, configuration, and QA testing of Workforce Engagement Management platforms for cloud contact center solutions.

Key responsibilities

• Drive migration readiness, data mapping and coordinate WEM migrations from legacy systems.
• Coordinate release readiness with internal teams and vendors to ensure smooth deployments.
• Configure advanced platform features in lab environments and manage UAT/GA promotions.
• Set up custom adapters (e.g., Twilio, Workday) and perform historical data imports.
• Build database mappings, automate daily extracts and audit reports to maintain data integrity.
• Design and execute UAT and QA protocols, log defects and support production releases.
• Represent the technical WEM operations team in vendor syncs and stakeholder reviews.
• Lead knowledge‑sharing sessions and maintain runbooks and SOPs for configurations.

Required profile

• Bachelor’s degree in Computer Science, Information Systems or related field, or equivalent experience.
• Minimum 3 years hands‑on experience as a Systems Analyst, Technical Support Engineer or Test Analyst in a CCaaS/UCaaS environment.
• Proven experience supporting or coordinating WEM platform migrations, preferably with Verint Cloud Services.
• Strong troubleshooting and incident coordination skills.

Required skills

• Database structure knowledge and data mapping.
• API integrations (Twilio, Workday, telephony APIs).
• Experience with Verint Cloud Services, Desktop Messaging, and Verint Badging.
• Software testing, test case development and UAT execution.

What we offer

• Hybrid work model (2 days onsite per week).
• Company stock options and annual merit increases.
• Night‑shift differential, paid leave with cash conversion, and 13th month pay.
• Health benefits including HMO with free dependents, retirement plan, life insurance.
• Internet and meal allowance for remote work, employee assistance program.