Why This Job is Featured on The SaaS Jobs
This Principal Professional Services Consultant role sits at the intersection of SaaS delivery and customer operations, centered on Workforce Engagement Management within a cloud contact center platform. In the SaaS ecosystem, WEM is a practical lever for improving service levels, staffing efficiency, and employee experience, and it often requires translating product capability into operational change across complex enterprises.
From a career perspective, the position builds durable SaaS skills in value-based consulting, implementation leadership, and executive stakeholder management. It also offers repeated exposure to how subscription platforms succeed post-sale, through adoption, measurable outcomes, and ongoing optimization, rather than one-time deployments. The remit spans business case thinking, configuration realities, and structured feedback loops into product teams, which is a common pathway into broader solution architecture or services leadership in SaaS.
This role tends to suit senior practitioners who prefer owning outcomes end to end, moving comfortably between financial narratives and technical constraints. It aligns with professionals who enjoy discovery workshops, defensible recommendations, and guiding customers through tradeoffs, while coordinating across sales, delivery, and product functions in a matrixed environment.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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 at Genesys, you will serve as a senior consulting authority for Workforce Management (WFM), combining strategic advisory responsibility with hands-on delivery leadership. You will partner with customer executives, operational leaders, and internal Genesys teams to design, defend, and implement WFM solutions that deliver measurable operational and financial outcomes.
This role requires the ability to advocate for WFM as a strategic capability, clearly articulate its value, transparently address its constraints, and guide customers through complex decision-making while remaining accountable for successful implementation and adoption. You will be expected to operate confidently across business, financial, and technical discussions, acting as a trusted advisor from discovery through delivery.
At Genesys, our consultants play a critical role in shaping how organizations balance efficiency, employee engagement, and customer experience through modern workforce solutions.
Major Responsibilities:
Strategic Consulting & WFM Advocacy
Lead executive and operational level discovery workshops to assess workforce challenges, organizational readiness, and business objectives.
Advocate for Workforce Management by articulating its operational and financial impact, including productivity, service level performance, cost control, and workforce efficiency.
Develop and present clear recommendations and roadmaps that align WFM capabilities with customer strategy, constraints, and maturity.
Confidently address customer objections and concerns by contextualizing WFM tradeoffs, limitations, and dependencies without undermining credibility or trust.
Support sales and account teams by identifying risks, assumptions, and gaps that could impact WFM success, value realization, or customer satisfaction.
Financial & Value-Based Engagement
Partner with customer stakeholders to quantify the business value of WFM initiatives, 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.
Delivery Leadership & Implementation
Maintain accountability for successful delivery and adoption of WEM/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 as needed 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.
Cross-Functional Collaboration & Product Feedback
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.
Requirements:
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/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%, including international travel.
Preferred Qualifications:
Experience with Quality Management, Speech & Text Analytics, or Employee Performance Management solutions.
Multilingual communication in both English and/or Spanish
Experience with cloud-based contact center platforms and enterprise change control processes.
Business & Consulting Skills
Ability to influence without authority in a matrixed organization.
Strong executive presence with the credibility to challenge assumptions constructively.
Proven ability to balance strategic advisory responsibilities with delivery accountability.
Comfortable operating in ambiguous environments and making defensible recommendations under constraint.
#LI-Hybrid
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About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. 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.com.
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 reasonable.accommodations@genesys.com.
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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.
