Senior Principal PS Consultant

3 weeks ago

London, Greater London, United Kingdom Genesys Full time
Senior Principal PS Consultant - WEM

At Genesys, we empower organizations to deliver exceptional customer experiences through our innovative solutions. As a Senior Principal PS Consultant - WEM, you will play a critical role in helping our clients optimize their workforce engagement management strategies.

Key Responsibilities:

  • Lead customer workshops and discovery sessions to identify opportunities for improvement and develop tailored solutions.
  • Collaborate with sales and project teams to ensure seamless deployment and adoption of our WEM solutions.
  • Analyze customer contact center reports and metrics to identify areas for improvement and provide data-driven recommendations.
  • Develop and implement effective methodologies, processes, and best practices to drive customer success.
  • Deliver presentations and training sessions to customers and internal stakeholders on contact center best practices and WEM solutions.
  • Work closely with product owners and scrum masters to drive user story creation and ownership for Workforce Management (WFM) epics.
  • Communicate effectively with customers and internal teams, respecting cultural, language, and time zone variations.
  • Work independently and as part of a team to deliver projects and meet customer expectations.

Requirements:

  • BS/MS/BA or equivalent in Computer Science, Engineering, or related field.
  • Minimum 10 years of contact center experience in progressive roles of responsibility.
  • 8+ years of experience deploying or using WEM solutions.
  • Good practice working knowledge of Workforce Engagement Management solutions.
  • Experience working on large-scale projects that deliver business change.
  • Demonstrated experience in a customer-facing role.
  • Ability to work independently and take initiative on routine duties or projects.
  • Excellent communication skills and ability to communicate with both business and technical teams.
  • Willingness to travel, including internationally.

Desirable Skills:

  • Experience with Quality Management, Speech and Text Analytics, and Employee Performance.
  • Experience with Workforce Management (WFM).

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