Principal PS Consultant (WEM)

TL;DR

Principal PS Consultant (WEM): Implementing and optimizing hirify.global Workforce Engagement Management solutions, with an accent on Quality Management and Speech & Text Analytics program design, governance, and translating analytics into measurable improvements. Focus on leading customer workshops, analyzing contact center processes and metrics, and driving successful delivery and adoption of WEM platforms.

Location: Remote flexibility, but must be based in Spain (Madrid flexible).

Salary: Package composed of base and bonus.

Company

hirify.global empowers organizations worldwide to create the best customer and employee experiences through its AI-powered Experience Orchestration platform, hirify.global Cloud.

What you will do

• Lead customer workshops and discovery sessions, guiding successful product implementations.
• Analyze customer contact center reports, processes, and metrics to identify gaps and develop strategic roadmaps.
• Ensure customers achieve maximum value from WEM products by promoting best practices and methodologies.
• Lead technical and business discussions with both customers and internal teams.
• Advise customers on Quality Management and Speech & Text Analytics program design and governance.
• Collaborate with leadership to develop strategies for improving employee performance through quality insights and analytics.

Requirements

• Fluency in Spanish and English required.
• Minimum 7 years of contact center experience in progressively responsible roles.
• Minimum 5 years of experience implementing or using WEM solutions.
• Mandatory experience in Quality Management and Speech & Text Analytics.
• Experience working on large-scale projects delivering business change in WEM and contact center operations.
• Proven ability to lead strategic planning, change management, and business process transformation.
• Familiarity with Agile concepts such as user stories and sprint planning.

Nice to have

• Italian language skills are desirable.

Culture & Benefits

• Health & life insurance and pension plan contributions.
• Ticket restaurant benefit.
• Remote work flexibility within Spain.
• Professional development and career growth support.
• Inclusive and collaborative company culture.