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Senior Principal Consultant

2 months ago

London, Greater London, United Kingdom Genesys Full time

About the Role:

We are seeking a highly experienced Senior Principal Consultant to join our Workforce Engagement Management (WEM) team at Genesys. As a key member of our consulting team, you will work closely with our customers and internal teams to help them implement and optimize our WEM suite of products.

Key Responsibilities:

  • Lead customer workshops and discovery sessions to position customers for success with awareness of product nuances.
  • Support sales and project teams in identifying gaps and critical issues that could be barriers to successful deployments.
  • Analyze customers' contact center reports, processes, and metrics to identify gaps and provide a roadmap of recommendations.
  • 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.
  • Work effectively in a team environment, as well as independently to deliver the projects.

Requirements:

  • BS/MS/BA or equivalent in Computer Science, Engineering, or related field.
  • Minimum 10 years 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.
  • Must have experience with working on large scale projects that deliver business change.
  • Demonstrated experience in a customer facing role.
  • Ability to work independently on routine duties or projects.
  • Ability to take initiative and work on new product features.
  • Excellent communication skills and must be comfortable 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).