Principal PS Consultant (Workforce Engagement Management)

TL;DR

Senior Consultant Workforce Management: Implementing and optimizing hirify.global' Workforce Engagement Management (WEM) suite of products with an accent on contact center management methodologies, processes, and best practices. Focus on designing and delivering outstanding customer experiences and leading strategic planning for WEM solution adoption.

Location: Remote work flexibility (you can work remotely, but must be based in Spain) with an option to work from Madrid.

Company

hirify.global empowers organizations to improve loyalty and business outcomes by creating the best experiences for their customers and employees through its AI-powered Experience Orchestration platform.

What you will do

• Lead customer workshops and discovery sessions, ensuring awareness of product nuances.
• Analyze customers' contact center reports, processes, and metrics to identify gaps and provide strategic roadmaps.
• Ensure customers realize maximum value from the WEM product by driving proper methodologies and best practices.
• Lead technical and business discussions with both customers and internal teams.
• Present and demonstrate proposed WEM solution features as required.
• Lead and advise customers on Quality Management and Speech & Text Analytics program design and governance (for specialized role).

Requirements

• Fluency in Spanish and English required.
• Minimum 7 years of contact center experience in progressively responsible roles.
• 5+ years of experience implementing or using WEM solutions.
• 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.
• Familiarity with Agile concepts such as user stories, epics, and sprint planning.
• Demonstrated customer-facing experience.

Nice to have

• Italian language skills.

Culture & Benefits

• Remote work flexibility (must be based in Spain).
• Health & life insurance, pension plan contributions.
• Ticket restaurant.
• Professional development and career growth support.
• Inclusive and collaborative culture.