Principal PS Consultant - Workforce Engagement Management

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 6,000 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 partner closely with customers and internal teams to implement and optimize our industry-leading WEM suite. This role requires strong consulting expertise, exceptional communication skills, and the ability to manage multiple client engagements in a dynamic, fast-paced environment. You'll help organizations achieve operational excellence through innovative workforce solutions that improve efficiency, engagement, and performance.

At Genesys, we’re transforming customer experience with empathy, AI innovation, and global impact. Joining our team means contributing to a mission that empowers businesses worldwide to create more human and connected interactions.

• 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.

• 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.

• Experience with Quality Management, Speech and Text Analytics, and Employee Performance tools.

• Multilingual communication abilities beyond English.

• Knowledge of cloud‑based change control processes and customer service best practices.

• Skilled in managing complex, cross‑functional projects with global stakeholders.

• Demonstrated ability to influence and lead in a matrixed organization.

• Strong presentation and escalation management capabilities.

We embrace empathy, fly in formation, and go big…