Principal PS Consultant – Workforce Engagement Management

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.

We’re looking for a Principal WEM Consultant to help enterprise organizations transform how they plan, optimize, and engage their workforce connecting operational decisions to real business outcomes.

At Genesys, you will work directly with enterprise customers, acting as a trusted advisor and delivery leader to design and implement Workforce Management strategies that drive efficiency, service performance, cost control, and employee experience.

What You’ll Do

• Lead executive and operational discovery sessions to assess workforce strategy, maturity, and business priorities
• Advise customers on forecasting, capacity planning, staffing, and scheduling with a strong focus on business impact
• Develop transformation roadmaps aligned to customer goals, constraints, and operational realities
• Articulate the operational and financial value of Workforce Management initiatives using data-driven insights
• Quantify impact through ROI analysis, cost-benefit modeling, and trade-off evaluations
• Translate workforce assumptions (forecasting, shrinkage, staffing) into clear executive-level recommendations
• Bridge strategy with execution, leading both business and technical discussions throughout implementation
• Drive adoption through governance models and best practices to ensure long-term success
• Identify risks, assumptions, and gaps that may impact delivery or value realization
• Collaborate with global cross-functional teams, including Product and Agile stakeholders
• Manage multiple enterprise engagements with accountability and consistency

What We’re Looking For

• Strong experience in Workforce Management (WFM/WEM) in enterprise environments
• Proven background in consulting, implementation, or operational leadership roles
• Deep knowledge of forecasting, staffing, scheduling, and workforce optimization
• Experience leading transformation initiatives in contact center environments
• Ability to communicate effectively with operational and executive stakeholders
• Strong analytical and problem-solving skills with business acumen
• Experience working in Agile environments
• Professional fluency in English
• Based in Brazil
   

Nice to have:

• Experience with Quality Management, Speech/Text Analytics, or Performance Management
• Exposure to cloud-based contact center platforms

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If a Genesys employee referred you, please use the link they sent you to apply.

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.