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, RemoteAs 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/ActivitiesLead 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.#LIRemoteCompensation: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 - $233,550.00Benefits:Medical, Dental, and Vision Insurance. Telehealth coverageFlexible work schedules and work from home opportunitiesDevelopment and career growth opportunitiesOpen Time Off in addition to 10 paid holidays401(k) matching programAdoption AssistanceFertility treatmentsMore details about our company benefits can be found at the following link: https://mygenesysbenefits.comIf a Genesys employee referred you, please use the link they sent you to apply.About Genesys:Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.Reasonable Accommodations:If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
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