Principal Solutions Specialist IV

Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.

Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.

The Principal Solutions Specialist IV in the Product Solutions Team is a Dayforce subject matter expert who conducts data-driven analysis to identify ticket trends and macro-level gaps amongst the Dayforce client base, and apply technical solutions to solve these problems. The goals include: improve the effectiveness of the Customer Support organization, reduce cycle times for support ticket resolution, influence the product roadmap towards improved customer experience and supportability, provide oversight on the quality and prioritization of defects, and assist with widespread, complex and critical issue resolution.

This role assumes a leadership capacity in the team and the ability to handle escalations and lead efforts during widespread, critical situations impacting the Dayforce organization. It requires efficient collaboration with teams across Dayforce, including Customer Support, Product and Engineering, Services, Learning, Compliance and Information Technology.

• Stay current on Dayforce application knowledge.
• Understand upcoming features and changes in the product.
• Identify support readiness activities.
• Learn about new technologies and methodology to provide innovative and world-class support to our customers.
• Monitor and review critical defects, product gaps, customer configuration and data issues with the aim to:
  • Proactively identify remedial actions on a global scale.
  • Propose alternatives to mitigate impact and provide long-term solutions.
  • Help identify, measure impact, prioritize and elevate work items.
  • Coordinate efforts with Dayforce Support and other teams.
• Independently lead or contribute to cross‑functional, strategic initiatives aligned with the team’s mandate.
• Represent the Customer Support Team in discussions, decision‑making, communications and other company‑wide initiatives related to the team’s mandate.
• Understand and effectively leverage available data sources and tools to analyze trends and other factors to guide planning, decisions and execution of efforts.
• Identify knowledge and process gaps and opportunities.
• Develop transformation strategies to optimize operations with different stakeholders.
• Support the Solutions Team members.
• Provide mentorship, documentation and training materials.
• Provide solution oversight for various projects.
• Act as a technical resource and provide consultation to team members.
• Create, document and optimize team processes.
• Develop, document and share best practices for delivery of key module functionality.
• Contribute to the ideation, design, testing and feedback on Dayforce tools, including tools used by the Customer Support Team, customers, partners and other teams.

• Bachelor’s degree in computer science, engineering, information systems or a related technical field.
• 2+ years of experience working with the Dayforce HCM application.
• Recognized subject‑matter expert across multiple Dayforce product areas.
• Good proficiency in SQL, Power BI, LLMs and an understanding of relational database concepts, data structures and algorithms.
• Working knowledge of XML, XSLT, file transfer protocols, web services, APIs, and other integration technologies.
• Ability to troubleshoot in an optimal manner and identify creative and efficient ways to solve complex technical and functional issues, often in a fast‑paced, high‑pressure setting.
• Strong communication, organizational, analytical, critical‑thinking, problem‑solving and collaboration skills; ability to work effectively across technical, functional and customer‑facing teams.

• Further specialization and certification in software design, information systems, data intelligence, business systems, ITIL, Six‑Sigma or related.
• 2+ years of…