Hybrid Principal PS Consultant – Workforce Engagement Management

at Genesys

• Job title: Principal PS Consultant – Workforce Engagement Management
• Job type: Full Time
• Experience level: Lead
• Salary: $104,700 - $194,300 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, United States

About the role

• Principal PS Consultant collaborating with clients to implement WEM solutions at Genesys. Leading workshops, providing insights, and ensuring successful adoption in a dynamic environment.

Responsibilities

• Lead customer workshops and discovery sessions, preparing clients for successful WEM adoption.
• Support sales and project teams by identifying potential risks or gaps that could impact implementation success.
• Analyze customer processes, reports, and metrics to develop recommendations and roadmaps aligned with strategic goals.
• Drive best practices and methodologies to help customers realize maximum value from the WEM platform.
• Deliver professional presentations and recommendations as a recognized contact center subject-matter expert.
• Collaborate with Product Owners and Scrum Masters to define and refine Workforce Management (WFM) user stories and epics.
• Facilitate both technical and business discussions confidently with clients and internal teams.
• Demonstrate and present WEM solution features as needed.
• Communicate effectively across global teams, respecting time zones and cultural differences.
• Provide product and documentation feedback to enhance solution quality and customer experience.
• Work independently or as part of a team to deliver high-quality project outcomes.

Requirements

• Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field.
• At least 10 years of experience in contact center operations with increasing levels of responsibility.
• 8+ years of experience implementing or managing Workforce Engagement Management (WEM) or Workforce Management (WFM) solutions.
• Proven ability to lead strategic planning, change management, and process transformation initiatives.
• Experience managing large-scale programs that drive operational improvements in contact centers.
• Strong analytical, problem-solving, and technical aptitude with a track record of learning new tools quickly.
• Excellent verbal and written communication skills, with the ability to engage both business and technical stakeholders.
• Ability to prioritize effectively and meet deadlines in a fast-paced environment.
• Experience with Agile methodologies including sprint planning, epics, and user stories.
• Willingness to travel up to 25%, including international locations.

Benefits

• Medical, Dental, and Vision Insurance.
• Telehealth coverage
• Flexible work schedules and work from home opportunities
• Development and career growth opportunities
• Open Time Off in addition to 10 paid holidays
• 401(k) matching program
• Adoption Assistance
• Fertility treatments