Principal PS Consultant – WEM - Quality Management and Speech & Text Analytics

Genesys

2d•Remote

About The Position

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements. 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. As a Principal PS Workforce Engagement Management (WEM) Consultant you will serve as a trusted, consultative partner - working closely with our customers and internal Genesys teams to guide the implementation, adoption and optimization of Genesys Cloud Quality Management and Speech & Text Analytics within the WEM suite. You must have superb interpersonal and communication skills, as well as the ability manage multiple clients and work well within a fast-paced environment with tight deadlines. As part of the Workforce Engagement Management (WEM) team, the 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. The Consultant must contribute to the success during the entire lifecycle of new and existing customers on the Workforce Management (WEM) platform.

Requirements

BS/MS/BA or equivalent in Computer Science, Engineering, or related field.
Minimum 8 years contact center experience in progressive roles of responsibility.
6 + Years of experience deploying or using WEM solutions especially Quality Management, Speech and Text Analytics. Does not have to be specific to Genesys WEM.
Strong working knowledge and practical experience supporting Quality Management programs and Speech and Text Analytics initiatives.
Must have experience with working on large scale projects and programs that deliver business change in Workforce Engagement Management and contact center operations.
Must lead and facilitate the strategic planning, change management, and business process transformation initiatives to ensure seamless adoption of workforce engagement management solutions.
Drive organizational change by working closely with cross-functional teams to align processes with industry best practices, ultimately enhancing operational efficiency and employee engagement.
Demonstrated experience in a customer facing role and handled difficult customer situations.
Ability to work independently on routine duties or projects with general instructions on new assignments.
Ability to take initiative and work on new product features.
Demonstrate solid analytical programming and problem-solving skills.
Quick learner on new technologies and product features.
Ability to prioritize work, meet deadlines, achieve goals and work under pressure in a dynamic and fast paced environment.
Must have excellent communication skills and must be comfortable to communicate with both business and technical teams.
Good verbal, writing skills and the ability to effectively interact with clients (business and technical audiences) in the English language is a must. Having similar capabilities in other languages is a plus.
Must demonstrate ability to effectively understand and consult with clients and partners (vendors and internal teams) in a high paced environment and flexible schedules.
May assist with resolving escalated customer issues that originated with customers or partners.
Willingness to travel, including internationally.
Must be familiar with Agile concepts such as: user stories, epics, product demos, sprint planning and execution.

Nice To Haves

Experience with Quality Management, Speech and Text Analytics
Experience with Workforce Management (WFM) and how to implement/operationalize WFM concepts.
Business Skills Capable of working on or leading a team through a fast paced and complex project.
Excellent verbal and written business communication skills, including escalation management and information presentation.
Knowledge of customer service processes.
Knowledge of Cloud change control processes.
Exercises good judgment.
Strong follow-through, ownership & responsibility on tasks assigned.
Effective time management and maintains flexibility.

Responsibilities

Lead customer workshops and discovery sessions with a consultative approach, helping customers navigate product capabilities and nuances and setting them up for success.
Partner with sales and delivery teams to identify opportunities, risks, critical issues that could hinder successful implementation, transformation outcomes, or customer expectations.
Analyze customers contact center reports, processes, and metrics to uncover opportunities and deliver a clear roadmap and recommendations to move customers from current state to their strategic objectives.
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.
Lead consultative solution design and optimization specifically for Quality Management and Speech & Text Analytics, and AI aligning configuration, best practices to each customer’ s quality program, coaching flows, compliance needs and insights and AI strategy.
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.
Demonstrate flexibility to adjust working hours to match customer and team interactions.
Work effectively in a team environment, as well as independently to deliver the projects.
Provide feedback to the product organization about issues found in product, documentations or architectures.