Jobs and Careers

Senior Principal Consultant - WFM Advisor

Virtual Office (Indiana), United StatesRemotefull_timeVerifiedPosted 30 Nov 2023

💰 $233,550/yr($112,450/yr – $233,550/yr)

About the role

Build something new with a world-class team.

At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you?

Title: Sr. Principal Consultant – WEM PS Team

Location: NA, Remote

As a Sr. Principal Consultant aligned to the Workforce Engagement Management (WEM) segment you will work closely with our customers and internal Genesys teams to help our customers implement and optimize our WEM suite of products.We expect this person to have broad and deep expertise across the range of contact center management and operational methodologies, processes, and best practices. Strong business consulting and analytics skills are essential with a drive for designing and delivering amazing customer experience are a must.

The primary focus for this role is contributing to the successful delivery of new and existing customers on the Workforce Management (WFM) platform.

Major Responsibilities/Activities

Lead customer workshops and discovery sessions positioning customers for success with awareness of product nuances.
Support sales and project teams in identifying gaps and any critical issues that could be barriers to successful implementations and/or put us at risk of not meeting our customer’s expectations.
Analyze customers contact center reports, processes, and metrics to identify gaps and provide roadmap of recommendations to migrate from current state to successful achievement of their strategic objectives.
Ensure customers realize maximum value from the product by driving proper methodologies, processes, and best practices in all consulting engagements.
Strengthen credibility as a contact center expert by delivering formal presentations on contact center issues for consulting projects.
Work with Product owner, Scrum master to drive user story creation and ownership for owned epics for Workforce Management (WFM).
Be comfortable leading technical and business discussions both in front of the customer and internally.
Present and demonstrate proposed WEM solution features as required.
Communicate within the global community respecting cultural, language, and time zone variations.
Demonstrate flexibility to adjust working hours to match customer and team interactions.
Work effectively in a team environment, as well as independently to deliver the projects.
Provide feedback to the product organization about issues found in product, documentations or architectures.

Role Qualifications:

Multifaceted background in the contact center space relevant to leading and operationalizing WFM strategies.
Proven examples of work implementing or using WEM solutions. Does not have to be specific to Genesys WEM.
Working knowledge of Workforce Engagement Management solutions for forecasting, planning, scheduling, agent performance, quality programs and Speech and Text Analytics.
Experience with working on large scale projects and programs that deliver business change in Workforce Engagement Management and contact center operations.
Strategic planning, change management, and business process transformation initiatives to ensure seamless adoption of workforce engagement management solutions. Drive organizational change by working closely with cross-functional teams to align processes with industry best practices, ultimately enhancing operational efficiency and employee engagement.
Willingness to travel.

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Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

$112,450.00 - $233,550.00

Benefits: