Executive Workforce Management & Transformation Lead

Genesys; City of Melbourne; On-site; AUD 210,000 - 270,000; Full time

Benefits offered by this job

AI-powered innovation

Flexible-first culture

Growth & learning programs

Volunteer time & wellbeing resources

Global recognition

Job summary

Genesys is seeking a Principal Workforce Management Consultant to shape workforce strategy and drive measurable outcomes for large enterprises. You will blend strategic advisory with hands-on delivery leadership, collaborating with executives to align WFM initiatives with service performance, cost efficiency and employee experience across geographies.

You will lead cross-functional workshops, articulate financial impact of WFM, and translate forecasting, staffing, and scheduling into

Qualifications

• Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field.
• 10+ years of contact center experience with progressively increasing responsibility.
• 8+ years of experience implementing, managing, or consulting on WEM or WFM solutions in complex environments.
• Proven experience leading large scale WFM or contact center transformation initiatives.

Responsibilities

• Lead executive and operational discovery workshops to assess workforce challenges, organizational readiness, and business objectives.
• Advocate for Workforce Management by clearly articulating its operational and financial impact, including productivity, service level performance, cost control, and workforce efficiency.
• Develop and present recommendations and transformation roadmaps aligned with customer strategy, constraints, and maturity.
• Address customer objections and concerns by contextualizing tradeoffs, limitations, and dependencies while maintaining credibility and trust.
• Support sales and account teams by identifying risks, assumptions, and gaps that could impact WFM success, value realization, or customer satisfaction.
• Partner with customer stakeholders to quantify business value, including cost benefit analysis, ROI drivers, and operational tradeoffs.

Education

Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field

Job description

Genesys is seeking a Principal Workforce Management Consultant to shape workforce strategy and drive measurable outcomes for large enterprises. You will blend strategic advisory with hands-on delivery leadership, collaborating with executives to align WFM initiatives with service performance, cost efficiency and employee experience across geographies.

You will lead cross-functional workshops, articulate financial impact of WFM, and translate forecasting, staffing, and scheduling into