Genesys · 1 month ago
Principal PS Consultant - Workforce Engagement Management
Colorado, USA
Full-time
Hybrid
Lead/Staff
$105K/yr - $194K/yr
10+ years expGenesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. As a Principal PS Workforce Engagement Management Consultant, you will partner closely with customers and internal teams to implement and optimize the WEM suite, helping organizations achieve operational excellence through innovative workforce solutions.
Artificial Intelligence (AI)Cloud ComputingSaaSSoftware
Responsibilities
Lead customer workshops and discovery sessions, preparing clients for successful WEM adoption
Support sales and project teams by identifying potential risks or gaps that could impact implementation success
Analyze customer processes, reports, and metrics to develop recommendations and roadmaps aligned with strategic goals
Drive best practices and methodologies to help customers realize maximum value from the WEM platform
Deliver professional presentations and recommendations as a recognized contact center subject-matter expert
Collaborate with Product Owners and Scrum Masters to define and refine Workforce Management (WFM) user stories and epics
Facilitate both technical and business discussions confidently with clients and internal teams
Demonstrate and present WEM solution features as needed
Communicate effectively across global teams, respecting time zones and cultural differences
Provide product and documentation feedback to enhance solution quality and customer experience
Work independently or as part of a team to deliver high-quality project outcomes
Qualification
Required
Bachelor's or Master's degree in Computer Science, Engineering, or a related field
At least 10 years of experience in contact center operations with increasing levels of responsibility
8+ years of experience implementing or managing Workforce Engagement Management (WEM) or Workforce Management (WFM) solutions
Proven ability to lead strategic planning, change management, and process transformation initiatives
Experience managing large-scale programs that drive operational improvements in contact centers
Strong analytical, problem-solving, and technical aptitude with a track record of learning new tools quickly
Excellent verbal and written communication skills, with the ability to engage both business and technical stakeholders
Ability to prioritize effectively and meet deadlines in a fast-paced environment
Experience with Agile methodologies including sprint planning, epics, and user stories
Willingness to travel up to 25%, including international locations
Preferred
Experience with Quality Management, Speech and Text Analytics, and Employee Performance tools
Multilingual communication abilities beyond English
Knowledge of cloud-based change control processes and customer service best practices
Benefits
Medical, Dental, and Vision Insurance.
Telehealth coverage
Flexible work schedules and work from home opportunities
Development and career growth opportunities
Open Time Off in addition to 10 paid holidays
401(k) matching program
Adoption Assistance
Fertility treatments
Company
Genesys
Genesys enables organizations to orchestrate the best AI-powered experiences to drive customer loyalty and growth.
5001-10000 employees
H1B Sponsorship
Genesys has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2021 (2)
Funding
Current Stage
Late StageTotal Funding
$2.98BKey Investors
Salesforce VenturesPermira
2025-07-31Corporate Round· $1.5B
2021-12-06Private Equity· $580M
2016-07-22Private Equity· $900M
Leadership Team
Tony Bates
Chairman and CEO
Brian Swartz
Chief Financial Officer
Recent News
2026-01-08
2025-12-30
2025-12-27
Company data provided by crunchbase