Principal Workforce Management Consultant

Be the one building AI-powered experiences where they matter most.

At Genesys we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people systems data and AI to help organizations deliver more personalized service improve operational efficiency and build stronger customer relationships.

Help build support and operate technology used by more than 8000 organizations in over 100 countries moving AI from possibility to production in real-world enterprise environments every day.

Principal Workforce Management Consultant

This role opens opportunities for candidates based in Sydney Brisbane or Melbourne.

Drive how enterprise organizations translate workforce strategy into measurable operational and financial outcomes. This role combines strategic advisory responsibility with hands on delivery leadership partnering with executives and operational leaders to shape decisions that impact service performance cost efficiency and employee experience.

At Genesys you will position Workforce Management as a strategic capability while remaining accountable for successful implementation and adoption.

You will operate across business financial and technical domains guiding customers through complex tradeoffs constraints and transformation decisions with credibility and clarity.

Key Responsibilities:

• Lead executive and operational discovery workshops to assess workforce challenges organizational readiness and business objectives.

• Advocate for Workforce Management by clearly articulating its operational and financial impact including productivity service level performance cost control and workforce efficiency.

• Develop and present recommendations and transformation roadmaps aligned with customer strategy constraints and maturity.

• Address customer objections and concerns by contextualizing tradeoffs limitations and dependencies while maintaining credibility and trust.

• Support sales and account teams by identifying risks assumptions and gaps that could impact WFM success value realization or customer satisfaction.

• Partner with customer stakeholders to quantify business value including cost benefit analysis ROI drivers and operational tradeoffs.

• Translate forecasting accuracy staffing models shrinkage assumptions and scheduling strategies into language meaningful to financial and executive audiences.

• Help customers make informed decisions when balancing cost flexibility compliance and employee experience.

• Maintain accountability for successful delivery and adoption of WEM and WFM solutions ensuring recommendations are grounded in practical implementation realities.

• Lead both technical and business discussions throughout implementation bridging strategy with configuration and operational execution.

• Demonstrate WEM solution capabilities to support alignment validation and adoption.

• Drive best practices methodologies and governance models to ensure sustainable use of WFM solutions post implementation.

• Work independently or collaboratively across multiple concurrent customer engagements maintaining delivery quality and consistency.

• Collaborate with Product Owners and Scrum Masters to define refine and prioritize WFM related user stories and epics based on real world customer needs.

• Provide structured feedback to product and documentation teams based on delivery experience customer challenges and observed gaps.

• Communicate effectively across global teams navigating time zones cultures and working styles.

Required Qualifications:

• Bachelors or Masters degree in Computer Science Engineering or a related field.

• 10 years of contact center experience with progressively increasing responsibility.

• 8 years of experience implementing managing or consulting on WEM or WFM solutions in complex environments.

• Proven experience leading large scale WFM or contact center transformation initiatives.

• Strong understanding of forecasting capacity planning scheduling and workforce optimization concepts.

• Demonstrated ability to lead change management efforts and influence stakeholders across operational technical and executive levels.

• Strong analytical and problem-solving skills with the ability to quickly understand new tools data models and operational constraints.

• Excellent verbal and written communication skills including executive level presentations.

• Experience working in Agile environments including user stories epics and sprint planning.

• Ability to manage priorities and deadlines across multiple engagements in a fast-paced environment.

• Willingness to travel up to 25 percent including international travel.

Preferred Qualifications:

• Experience with Quality Management Speech Analytics Text Analytics or Employee Performance Management solutions.

• Experience with cloud based contact center platforms and enterprise change control processes.

Genesys does not accept agency resumes for this role

Applicants must have the legal right to work in Australia

Working at Genesys

• AI at enterprise scale Build support and operate AI-powered technology used by more than 8000 organizations worldwide. 150new AI features were released in the last fiscal year.
• A flexible-first culture Join a global team of nearly 7000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era Build future-ready skills through mentorship learning programs leadership development and education support.
• Time to recharge and give back Benefits include paid volunteer time August Free Fridays well-being resources and regionally tailored programs for employees and their families.
• Recognized globally Genesys is Great Place to Work certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply heres what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and if your background is aligned schedule a Zoom interview.

• Next youll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time with no more than five interviews in most cases.

• After interviews are complete our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location but our team will keep you informed throughout the process.

Stay Connected

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Employee Referral

If a Genesys employee referred you please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys empowers more than 8000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people systems data and AI across the enterprise. As a result organizations can drive customer loyalty growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more visit.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in your ability to access or use this online application and need an alternative method for applying you or someone you know may contact us at .

You can expect a response within 2448 hours. To help us provide the best support click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodationsuch as application follow-ups or resume submissionsmay not receive a response.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race color age religion sex sexual orientation gender identity or expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.