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About the Role

Be the one building AI-powered experiences where they matter most. Genesys helps 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.

Responsibilities

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.

Requirements

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, scheduling, and workforce optimization concepts.
Demonstrated ability to lead change management efforts and influence stakeholders across operational, technical, and executive levels.
Strong analytical and problem-solving skills with the ability to quickly understand new tools, data models, and operational constraints.
Excellent verbal and written communication skills, including executive level presentations.
Experience working in Agile environments, including user stories, epics, and sprint planning.
Ability to manage priorities and deadlines across multiple engagements in a fast-paced environment.
Willingness to travel up to 25 percent, including international travel.
Experience with Quality Management, Speech Analytics, Text Analytics, or Employee Performance Management solutions.
Experience with cloud based contact center platforms and enterprise change control processes.
Applicants must have the legal right to work in Australia.

Skills

AI-powered experience orchestration
Workforce Management
Forecasting
Capacity planning
Scheduling
Workforce optimization
Change management
Agile methodologies
User stories
Epics
Sprint planning
Quality Management
Speech Analytics
Text Analytics
Employee Performance Management

Location

Sydney
Brisbane
Melbourne

Work Type

Full-time

Experience Level

Principal

Education Level

Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field.

Benefits

Paid volunteer time
August Free Fridays
Well-being resources
Regionally tailored programs for employees and their families

About the Company

Genesys helps 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.
AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at 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.

Equal Opportunity

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.