Benefits Consultant engaging potential customers and driving sales for Angle Health. Work with modern healthcare products and collaborate with teams to enhance client relationships and satisfaction.
About the role
- Principal PS Consultant collaborating with clients to implement WEM solutions at Genesys. Leading workshops, providing insights, and ensuring successful adoption in a dynamic environment.
Responsibilities
- Lead customer workshops and discovery sessions, preparing clients for successful WEM adoption.
- Support sales and project teams by identifying potential risks or gaps that could impact implementation success.
- Analyze customer processes, reports, and metrics to develop recommendations and roadmaps aligned with strategic goals.
- Drive best practices and methodologies to help customers realize maximum value from the WEM platform.
- Deliver professional presentations and recommendations as a recognized contact center subject-matter expert.
- Collaborate with Product Owners and Scrum Masters to define and refine Workforce Management (WFM) user stories and epics.
- Facilitate both technical and business discussions confidently with clients and internal teams.
- Demonstrate and present WEM solution features as needed.
- Communicate effectively across global teams, respecting time zones and cultural differences.
- Provide product and documentation feedback to enhance solution quality and customer experience.
- Work independently or as part of a team to deliver high-quality project outcomes.
Requirements
- Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field.
- At least 10 years of experience in contact center operations with increasing levels of responsibility.
- 8+ years of experience implementing or managing Workforce Engagement Management (WEM) or Workforce Management (WFM) solutions.
- Proven ability to lead strategic planning, change management, and process transformation initiatives.
- Experience managing large-scale programs that drive operational improvements in contact centers.
- Strong analytical, problem-solving, and technical aptitude with a track record of learning new tools quickly.
- Excellent verbal and written communication skills, with the ability to engage both business and technical stakeholders.
- Ability to prioritize effectively and meet deadlines in a fast-paced environment.
- Experience with Agile methodologies including sprint planning, epics, and user stories.
- Willingness to travel up to 25%, including international locations.
Benefits
- 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
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