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.

Location: This a virtual/WFH opportunity. The job is not limited to the locations advertised however you must be based in the US for consideration.

Join Genesys as a Principal Workforce Engagement Management (WEM) Consultant and play a key role in helping our customers implement and optimize our WEM suite of products. This position requires superb interpersonal and communication skills, the ability to manage multiple clients, and a strong drive to deliver exceptional customer experiences. In this role, you will leverage your deep expertise in contact center management, operational methodologies, and analytics to guide customers through every stage of their engagement with our platform.

Key Responsibilities

• Lead customer workshops and discovery sessions.

• Support sales and project teams to ensure successful deployments.

• Analyze contact center reports and processes, providing recommendations.

• Drive change management processes and technology adoption.

• Strengthen credibility as a contact center expert through formal presentations.

• Collaborate with Product Owner and Scrum Master on Quality Management and Analytics.

• Present and demonstrate WEM solution features.

• Provide global communication respecting cultural and time zone differences.

Qualifications

• Minimum 8 years in contact center roles with increasing responsibility.

• 6+ years of experience with WEM solutions, including Quality Management, Analytics, and Performance.

• Proficient in Workforce Management and operationalizing WFM concepts.

• Experience in leading strategic planning, change management, and business process transformation.

• Strong problem-solving skills and ability to learn new technologies quickly.

• Experience in customer-facing roles with challenging situations.

• Willingness to travel, including internationally.

• Familiarity with Agile methodologies and concepts.

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

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

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

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 HR@genesys.com. 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.