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 Workforce Engagement Management (WEM) Consultant at Genesys you will serve as a senior strategic advisor and delivery leader helping enterprise organizations transform how they plan optimize and engage their workforce.

This role combines executive-level advisory with hands-on implementation leadership. You will partner with customer executives operational leaders and cross-functional Genesys teams to design defend and implement Workforce Management (WFM) solutions that deliver measurable operational and financial outcomes.

You will advocate for Workforce Management as a strategic capabilityconnecting forecasting accuracy staffing models scheduling strategies and workforce optimization to real business impact across efficiency service levels cost control and employee experience.

What You Will Do

Strategic Consulting & Advisory

• Lead executive and operational discovery workshops to assess workforce strategy operational maturity and business priorities.

• Articulate the operational and financial value of Workforce Management initiatives.

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

• Address objections and trade-offs using structured evidence-based reasoning.

• Identify risks assumptions and gaps that may impact implementation success or value realization.
  

Financial & Value-Based Engagement

• Quantify business impact through ROI analysis cost-benefit modeling and operational trade-off assessments.

• Translate forecasting accuracy shrinkage staffing assumptions and scheduling strategies into executive-level insights.

• Support customers in balancing cost compliance flexibility and employee experience.
  

Delivery Leadership & Implementation

• Maintain accountability for successful WEM/WFM implementation and adoption.

• Bridge strategy with configuration and operational execution.

• Lead both technical and business discussions throughout delivery.

• Demonstrate solution capabilities to validate alignment and support change adoption.

• Drive governance models and best practices to ensure sustainable use post go-live.

• Manage multiple concurrent enterprise engagements while maintaining quality and consistency.
  

Cross-Functional Collaboration

• Partner with Product Owners and Scrum Masters to define and refine WFM-related user stories and epics.

• Provide structured feedback to product and documentation teams based on delivery experience.

• Collaborate effectively across global multicultural teams.
  

What Were Looking For

Required Experience

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

• 10 years of contact center experience with progressive responsibility.

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

• Proven leadership in large-scale WFM or contact center transformation initiatives.

• Deep understanding of forecasting capacity planning scheduling and workforce optimization.

• Experience leading change management and influencing stakeholders at operational and executive levels.

• Strong analytical skills with the ability to interpret operational data and financial implications.

• Experience working in Agile environments (user stories epics sprint planning).

• Fluent English required.
  

Preferred Qualifications

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

• Experience with cloud-based contact center platforms.

• Multilingual communication (English and/or Spanish).

• Familiarity with enterprise change control processes.
  

What Sets You Apart

• Ability to influence without formal authority in a matrixed organization.

• Strong ability to communicate effectively with executive stakeholders.

• Balance between strategic advisory and delivery accountability.

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

• Structured problem-solving mindset with strong business acumen.
  

Why Join Genesys

At Genesys we are redefining the future of Customer Experience through AI-powered innovation and cloud technology. As part of our Professional Services team you will:

• Work with leading global brands across industries.

• Shape workforce strategy that directly impacts operational and financial performance.

• Collaborate with high-performing global teams.

• Contribute to the evolution of modern workforce engagement solutions.

• Grow your career in a dynamic inclusive and purpose-driven environment.

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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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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.

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