Principal PS WEM Consultant (Contact Center)

TL;DR

Principal PS WEM Consultant (Contact Center): Leading strategic advisory and hands-on delivery for Workforce Engagement Management (WEM) solutions with an accent on operational efficiency, financial impact, and customer experience. Focus on designing complex WFM strategies, driving large-scale contact center transformations, and bridging the gap between technical configuration and executive business objectives.

Location: Must be based in or near Sao Paulo, Brazil (Flexible/Hybrid).

Company

hirify.global is a global leader in AI-powered Experience Orchestration, empowering organizations to deliver personalized customer and employee experiences at scale.

What you will do

• Lead executive-level discovery workshops to assess workforce challenges and define strategic roadmaps.
• Quantify the business value of WFM initiatives through ROI analysis, cost-benefit modeling, and operational strategy.
• Maintain accountability for the end-to-end delivery and adoption of WEM/WFM solutions.
• Bridge the gap between technical implementation and business execution for diverse stakeholders.
• Collaborate with product teams to prioritize user stories and provide feedback based on real-world customer needs.
• Navigate complex matrixed organizations to influence stakeholders and drive change management.

Requirements

• 10+ years of contact center experience with progressively increasing responsibility.
• 8+ years of experience implementing, managing, or consulting on WEM/WFM solutions.
• Proven track record leading large-scale contact center transformation initiatives.
• Strong analytical skills with expertise in forecasting, capacity planning, and scheduling.
• Excellent verbal and written communication skills, including executive-level presentation capabilities.
• Willingness to travel up to 25%, including international travel.

Nice to have

• Experience with Quality Management, Speech & Text Analytics, or Employee Performance Management.
• Multilingual communication skills in English and Spanish.
• Experience with cloud-based contact center platforms.

Culture & Benefits

• Opportunity to work with a global team of over 6,000 employees.
• Emphasis on empathy, collaboration, and ownership.
• Competitive benefits and perks comparable to large tech companies.
• Independence to make a significant impact on organizational outcomes.