Principal PS WEM Consultant

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 Professional Services Workforce Management Consultant Sao Paulo, Brazil Role Overview: 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.

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.

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,