Principal PS Consultant – WEM - Quality Management and Speech & Text Analytics

* BS/MS/BA or equivalent in Computer Science, Engineering, or related field.
* Minimum 8 years contact center experience in progressive roles of responsibility.
* 6 + Years of experience deploying or using WEM solutions especially Quality Management, Speech and Text Analytics. Does not have to be specific to Genesys WEM.
* Strong working knowledge and practical experience supporting Quality Management programs and Speech and Text Analytics initiatives.
* Must have experience with working on large scale projects and programs that deliver business change in Workforce Engagement Management and contact center operations.
* Must lead and facilitate the strategic planning, change management, and business process transformation initiatives to ensure seamless adoption of workforce engagement management solutions. Drive organizational change by working closely with cross-functional teams to align processes with industry best practices, ultimately enhancing operational efficiency and employee engagement.
* Demonstrated experience in a customer facing role and handled difficult customer situations.
* Ability to work independently on routine duties or projects with general instructions on new assignments.
* Ability to take initiative and work on new product features.
* Demonstrate solid analytical programming and problem-solving skills. Quick learner on new technologies and product features.
* Ability to prioritize work, meet deadlines, achieve goals and work under pressure in a dynamic and fast paced environment.
* Must have excellent communication skills and must be comfortable to communicate with both business and technical teams.
* Good verbal, writing skills and the ability to effectively interact with clients (business and technical audiences) in the English language is a must. Having similar capabilities in other languages is a plus.
* Must demonstrate ability to effectively understand and consult with clients and partners (vendors and internal teams) in a high paced environment and flexible schedules. May assist with resolving escalated customer issues that originated with customers or partners.
* Willingness to travel, including internationally.
* Must be familiar with Agile concepts such as: user stories, epics, product demos, sprint planning and execution.
* Capable of working on or leading a team through a fast paced and complex project.
* Excellent verbal and written business communication skills, including escalation management and information presentation.
* Knowledge of customer service processes.
* Knowledge of Cloud change control processes.
* Exercises good judgment.
* Strong follow-through, ownership & responsibility on tasks assigned.
* Effective time management and maintains flexibility.
* Medical, Dental, and Vision Insurance.
* Telehealth coverage
* Flexible work schedules and work from home opportunities
* Development and career growth opportunities
* Open Time Off in addition to 10 paid holidays
* 401(k) matching program
* Adoption Assistance
* Fertility treatments### Join our Talent Community.

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 work forces.

To learn more, visit  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.
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