Principal PS Consultant – Workforce Engagement Management (WEM)

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud the AI-powered Experience Orchestration platform organizations can accelerate growth by delivering empathetic personalized experiences at scale to drive customer loyalty workforce engagement efficiency and operational improvements.

We employ more than 6000 people across the globe who embrace empathy and cultivate collaboration to succeed. And while we offer great benefits and perks like larger tech companies our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

As a Principal PS Workforce Engagement Management (WEM) Consultant at Genesys you will serve as a senior consulting authority for Workforce Management (WFM) combining strategic advisory responsibility with hands-on delivery leadership. You will partner with customer executives operational leaders and internal Genesys teams to design defend and implement WFM solutions that deliver measurable operational and financial outcomes.

This role requires the ability to advocate for WFM as a strategic capability clearly articulate its value transparently address its constraints and guide customers through complex decision-making while remaining accountable for successful implementation and adoption. You will be expected to operate confidently across business financial and technical discussions acting as a trusted advisor from discovery through delivery.

At Genesys our consultants play a critical role in shaping how organizations balance efficiency employee engagement and customer experience through modern workforce solutions.

Major Responsibilities:

Strategic Consulting & WFM Advocacy

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

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

• Develop and present clear recommendations and roadmaps that align WFM capabilities with customer strategy constraints and maturity.

• Confidently address customer objections and concerns by contextualizing WFM tradeoffs limitations and dependencies without undermining credibility or trust.

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

Financial & Value-Based Engagement

• Partner with customer stakeholders to quantify the business value of WFM initiatives 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.

Delivery Leadership & Implementation

• Maintain accountability for successful delivery and adoption of WEM/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 as needed 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.

Cross-Functional Collaboration & Product Feedback

• 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.

Requirements:

• 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/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% including international travel.

Preferred Qualifications:

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

• Multilingual communication in both English and/or Spanish

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

Business & Consulting Skills

• Ability to influence without authority in a matrixed organization.

• Strong executive presence with the credibility to challenge assumptions constructively.

• Proven ability to balance strategic advisory responsibilities with delivery accountability.

• Comfortable operating in ambiguous environments and making defensible recommendations under constraint.

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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.

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