Principal PS Consultant – WEM

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 instructions for new assignments.
• Initiative to work on new product features.
• Strong analytical, programming, and problem-solving skills.
• Ability to prioritize work, meet deadlines, and perform under pressure in a dynamic environment.
• Strong verbal and written communication skills, with the ability to interact effectively with both business and technical audiences.

What we offer:

• Health & life insurance
• Pension plan contributions
• Ticket restaurant
• Remote work flexibility (you can work remotely, but must be based in Spain)
• Salary package composed of base and bonus
• Professional development and career growth support
• Inclusive and collaborative culture

About Genesys:

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, national origin, genetics, disability, veteran status, and other protected characteristics.

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:

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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.