Principal, Client Advisory - Workforce Management
Core
Act as a trusted advisor and primary point of contact for strategic accounts, driving value realization, retention, and growth while orchestrating delivery teams to meet SLAs and client outcomes.
Role type
Principal, Client Advisory - Workforce Management
Builds
Managed-services delivery, account success plans, and scalable WFM practice assets (playbooks, accelerators)
Domain
Contact Centre Operations / Workforce Management (WFM)
Deliverable
client delivery
Required skills
Workforce Management (WFM) expertise, WFM platform configuration, account management, P&L accountability, stakeholder management, project leadership
Preferred skills
Multi-platform WFM experience, CX consulting background, WFM platform certifications, cloud contact-centre platform familiarity
Technologies
Genesys, Calabrio, NICE, Verint, Genesys Cloud, Amazon Connect, NICE CXone, Microsoft
Responsibilities
Own the portfolio and act as the primary point of contact for strategic accounts; Drive value realization through account success plans; Lead regular business reviews and maintain account health scores; Partner with sales to identify renewal and expansion opportunities; Orchestrate managed-services and delivery teams to meet SLAs; Serve as the senior escalation point for client issues; Lead WFM implementations and advise clients on best practices across platforms; Build reusable WFM practice assets and mentor colleagues