Principal Consultant

2 weeks ago

London, Greater London, United Kingdom Genesys Full time
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.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. Join the team and create the future of customer experience together.

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 to 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.

Key Responsibilities:

  • 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.
  • 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.

Minimum 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).

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