Principal Workforce Management Consultant

Genesys Cloud Services, Inc.; Australia; Remote; AUD 180,000 - 240,000; Full time

Job summary

Genesys is seeking a Principal Workforce Management Consultant based in Australia (Sydney, Brisbane or Melbourne). You will translate workforce strategy into measurable outcomes, lead executive workshops, and shape roadmaps for WFM/WEM implementations across complex environments.

Travel up to 25% is required as you partner with global customers to drive value. In this role you will collaborate with sales, product, and delivery teams to ensure practical, credible adoption and sustained delivery

Qualifications

• 10+ years of contact center experience with increasing responsibility.
• 8+ years implementing or consulting on WFM/WEM solutions in complex environments.
• Proven experience leading large-scale WFM or contact center transformations.
• Strong forecasting, capacity planning, scheduling, and workforce optimization concepts.
• Demonstrated ability to lead change management efforts and influence stakeholders at all levels.
• Experience working in Agile environments with user stories, epics, and sprint planning.
• Willingness to travel up to 25%, including international travel.

Responsibilities

• Lead executive discovery workshops to assess workforce challenges and business objectives.
• Advocate for Workforce Management with clear operational and financial impact.
• Develop recommendations and transformation roadmaps aligned with customer strategy.
• Address objections by contextualizing tradeoffs, limitations, and dependencies.
• Support sales by identifying risks, assumptions, and gaps affecting value realization.
• Partner with stakeholders to quantify business value, ROI drivers, and tradeoffs.
• Translate forecasting accuracy, staffing models, and scheduling into executive language.
• Guide successful delivery and adoption of WEM and WFM solutions across engagements.
• Lead technical and business discussions bridging strategy with implementation.
• Share best practices and governance models for sustainable WFM use.

Skills

WFM strategy

Forecasting

Capacity planning

Scheduling

Executive communications

Stakeholder management

Agile delivery

Change management

Education

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

Tools

WFM solutions

Contact center platforms

Job description

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Principal Workforce Management Consultant This role opens opportunities for candidates based in Sydney, Brisbane or Melbourne. Drive how enterprise organizations translate workforce strategy into measurable operational and financial outcomes. This role combines strategic advisory responsibility with hands on delivery leadership, partnering with executives and operational leaders to shape decisions that impact service performance, cost efficiency, and employee experience. At Genesys, you will position Workforce Management as a strategic capability while remaining accountable for successful implementation and adoption. You will operate across business, financial, and technical domains, guiding customers through complex tradeoffs, constraints, and transformation decisions with credibility and clarity.

Key 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.
• Translate forecasting accuracy, staffing models, shrinkage assumptions, and scheduling strategies into language meaningful to financial and executive audiences.
• Help customers make informed decisions when balancing cost, flexibility, compliance, and employee experience.
• Maintain accountability for successful delivery and adoption of WEM and WFM solutions, ensuring recommendations are grounded in practical implementation realities.
• Lead both technical and business discussions throughout implementation, bridging strategy with configuration and operational execution.
• Demonstrate WEM solution capabilities to support alignment, validation, and adoption.
• Drive best practices, methodologies, and governance models to ensure sustainable use of WFM solutions post implementation.
• Work independently or collaboratively across multiple concurrent customer engagements, maintaining delivery quality and consistency.
• Collaborate with Product Owners and Scrum Masters to define, refine, and prioritize WFM related user stories and epics based on real world customer needs.
• Provide structured feedback to product and documentation teams based on delivery experience, customer challenges, and observed gaps.
• Communicate effectively across global teams, navigating time zones, cultures, and working styles.

Required 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.
• Strong understanding of forecasting, capacity planning, scheduling, and workforce optimization concepts.
• Demonstrated ability to lead change management efforts and influence stakeholders across operational, technical, and executive levels.
• Strong analytical and problem-solving skills with the ability to quickly understand new tools, data models, and operational constraints.
• Excellent verbal and written communication skills, including executive level presentations.
• Experience working in Agile environments, including user stories, epics, and sprint planning.
• Ability to manage priorities and deadlines across multiple engagements in a fast-paced environment.
• Willingness to travel up to 25 percent, including international travel.

Preferred Qualifications

• Experience with Quality Management, Speech Analytics, Text Analytics, or Employee Performance Management solutions.
• Experience with cloud based contact center platforms and enterprise change control processes.

Genesys does not accept agency resumes for this role Applicants must have the legal right to work in Australia

Working at Genesys AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.

A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.

Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.

Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.

Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

Stay Connected

Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available. Get notified about relevant opportunities. Be the one building what's next - where AI, experience and impact come together.

About Genesys

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.ai.

Reasonable Accommodations

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [e-mail]. You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

Genesys is an equal opportunity employer committed to fairness 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. Our AI-powered platform connects people, systems, data and AI to help businesses work smarter, respond faster and create more meaningful interactions.

Stay connected to learn how we're applying AI to real customer experience challenges and hear about future opportunities.