Senior AI-Driven WFM & Transformation 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

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