Senior Principal PS Consultant - WEM

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.

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.

Job Description
Job Title: Sr Principal PS Consultant – WEM
Department & Team: PS WEM
Reports to: Kieron Wrigley
Location: London
Summary:

As a Sr Principal PS Workforce Engagement Management (WEM) Consultant you will work closely with our customers and internal Genesys teams to help our customers implement and optimize our WEM suite of products. You must have superb interpersonal and communication skills, as well as the ability manage multiple clients and work well within a fast-paced environment with tight deadlines.

As part of the Workforce Engagement Management (WEM) team, the Sr Principal PS Consultant must 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. The Consultant must contribute to the success during the entire lifecycle of new and existing customers on the Workforce Management (WEM) platform.

Key Responsibilities:

In this role, the primary responsibilities will include (but are not limited to):

• Lead 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 deployments and customer’s transformation 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. Lead change management processes to help customer successfully adopt Genesys technology.
• 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.

Minimum Requirements:

• BS/MS/BA or equivalent in Computer Science, Engineering, or related field. Computer Science, major preferred.
• Minimum 10 years contact center experience in progressive roles of responsibility.
• 8 + Years of experience deploying or using WEM solutions. Does not have to be specific to Genesys WEM.
• Good practice working knowledge of working with Workforce Engagement Management solutions for forecasting, planning, scheduling, agent performance, quality programs and Speech and Text Analytics.
• Must have experience with working on large scale projects and programs that deliver business change in Workforce Engagement Management and contact center operations.
• Must lead and facilitate the 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.
• Demonstrated experience in a customer facing role and handled difficult customer situations.
• Ability to work independently on routine duties or projects with general instructions on new assignments.
• Ability to take initiative and work on new product features.
• Demonstrate solid analytical programming and problem-solving skills. Quick learner on new technologies and product features.
• Ability to prioritize work, meet deadlines, achieve goals and work under pressure in a dynamic and fast paced environment.
• Must have excellent communication skills and must be comfortable to communicate with both business and technical teams.
• Good verbal, writing skills and the ability to effectively interact with clients (business and technical audiences) in the English language is a must. Having similar capabilities in other languages is a plus.
• Must demonstrate ability to effectively understand and consult with clients and partners (vendors and internal teams) in a high paced environment and flexible schedules. May assist with resolving escalated customer issues that originated with customers or partners.
• Willingness to travel, including internationally.
• Must be familiar with Agile concepts such as: user stories, epics, product demos, sprint planning and execution.

Desirable Skills:

• Experience with Quality Management, Speech and Text Analytics and Employee Performance
• Experience with Workforce Management (WFM) and how to implement/operationalise WFM concepts.

Business Skills

• Capable of working on or leading a team through a fast paced and complex project.
• Excellent verbal and written business communication skills, including escalation management and information presentation.
• Knowledge of customer service processes.
• Knowledge of Cloud change control processes.

• Exercises good judgment.
• Strong follow-through, ownership & responsibility on tasks assigned.
• Effective time management and maintains flexibility. 

Work Context

• Communicates regularly with colleagues and management.
• Uses computer frequently.
• Travels to customer and business meeting sites, including international locations (on average 25% travel)

If 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 reach out to [email protected]. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent 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 equity 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.