Principal Ps Consultant

locations
- Madrid (Flexible)
- time type
- Full time
- posted on
- Posted Today
- job requisition id
- JR109551
- 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.
- Job Summary
- We are currently looking to hire 2 Principal PS Workforce Engagement (WEM) Consultants in Spain, one of them with a particular focus on Quality Management and Speech & Text Analytics.
- As a Principal PS WEM Consultant, you will work closely with customers and internal Genesys teams to help implement and optimize our WEM suite of products. You must have strong interpersonal and communication skills, the ability to manage multiple clients, and work effectively in a fast-paced environment with tight deadlines.
- As part of the Workforce Engagement Management team, Principal PS Consultants must have broad and deep expertise across contact center management methodologies, processes, and best practices. Strong business consulting and analytics skills are essential, with a focus on designing and delivering outstanding customer experiences. Consultants will contribute to the successful delivery and adoption of the Workforce Management (WFM) platform.
- Key Responsibilities
- Lead customer workshops and discovery sessions, positioning customers for success with awareness of product nuances.
- Support sales and project teams in identifying gaps or critical issues that may impact successful implementations or customer satisfaction.
- Analyze customers' contact center reports, processes, and metrics to identify gaps and provide a roadmap for achieving strategic objectives.
- Ensure customers realize maximum value from the product by driving proper methodologies, processes, and best practices.
- Strengthen credibility as a contact center expert by delivering formal presentations on contact center topics.
- Work with Product Owners and Scrum Masters to drive user story creation and ownership for assigned WFM epics.
- Lead technical and business discussions with both customers and internal teams.
- Present and demonstrate proposed WEM solution features as required.
- Communicate effectively across the global community, respecting cultural, language, and time zone differences.
- Demonstrate flexibility to adjust working hours to match customer and team needs.
- Work effectively both independently and as part of a team to deliver projects.
- Provide feedback to the product organization regarding issues found in the product, documentation, or architecture.
- Additional Responsibilities for the Consultant Focused on Quality Management and Speech & Text Analytics:

- Lead and advise customers on Quality Management and Speech & Text Analytics program design, calibration processes, and governance to ensure long-term adoption.
- Collaborate with customer leadership to develop strategies for improving employee performance through quality insights, coaching frameworks, and analytics-driven programs.
- Ensure speech and text analytics outputs translate into actionable, measurable improvements in quality, employee development, and customer experience.
- Requirements
- Languages
- Fluency in Spanish and English required; Italian is desirable but not mandatory.
- Education
- BS/MS/BA or equivalent in Computer Science, Engineering, or related field. Computer Science major preferred.
- Work Experience
- Minimum 7 years of contact center experience in progressively responsible roles.
- 5+ years of experience implementing or using WEM solutions (not required to be Genesys-specific).
- Working knowledge of WEM capabilities for forecasting, planning, scheduling, and agent performance.
- Experience in Quality Management and Speech & Text Analytics is mandatory for one of the consultant roles.
- Experience working on large-scale projects and programs delivering business change in WEM and contact center operations.
- Proven ability to lead and facilitate strategic planning, change management, and business process transformation to ensure seamless adoption of WEM solutions.
- Demonstrated customer-facing experience, including handling challenging situations.
- Familiarity with Agile concepts such as user stories, epics, product demos, sprint planning, and execution.
- Soft Skills
- Ability to work independently on routine duties or projects with general in