Principal PS Consultant (WEM)

TL;DR

Principal PS Consultant (WEM): Leading the implementation and optimization of Workforce Engagement Management solutions for global contact centers with an accent on strategic process transformation and operational excellence. Focus on driving best practices, managing complex client engagements, and leveraging AI-powered platform capabilities to improve workforce efficiency and performance.

Location: Must be based in the USA (Texas, Colorado, or Utah preferred). Role requires up to 25% travel, including international locations.

Salary: $104,700 – $194,300

Company

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

What you will do

• Lead customer workshops and discovery sessions to ensure successful WEM adoption.
• Analyze customer processes and metrics to develop strategic roadmaps for operational improvement.
• Collaborate with Product Owners and Scrum teams to define WFM user stories and epics.
• Deliver expert presentations and recommendations to business and technical stakeholders.
• Identify project risks and gaps to ensure high-quality implementation outcomes.
• Provide product feedback to enhance solution quality and customer experience.

Requirements

• Bachelor’s or Master’s degree in Computer Science, Engineering, or related field.
• 10+ years of experience in contact center operations.
• 8+ years of experience implementing or managing WEM/WFM solutions.
• Proven track record in leading strategic planning and process transformation initiatives.
• Strong proficiency in Agile methodologies (sprint planning, epics, user stories).
• Excellent verbal and written communication skills for stakeholder engagement.

Nice to have

• Experience with Quality Management, Speech and Text Analytics, and Employee Performance tools.
• Multilingual communication abilities.
• Knowledge of cloud-based change control processes.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance with telehealth coverage.
• 401(k) matching program.
• Flexible work schedules and remote work opportunities.
• Open Time Off policy plus 10 paid holidays.
• Support for professional development and career growth.
• Inclusive environment committed to equal opportunity employment.