Principal Workforce Management Consultant

Location: Sydney, Brisbane, or Melbourne, Australia. Flexible working arrangements are available, with travel of up to 25%, including international travel. Applicants must have the legal right to work in Australia.

Company

hirify.global provides an AI-powered experience orchestration platform connecting people, systems, data, and AI for customer and employee experiences.

What you will do

• Lead executive and operational discovery workshops to assess workforce challenges, organizational readiness, and business objectives.
• Develop transformation roadmaps and recommendations covering service performance, cost efficiency, productivity, compliance, and employee experience.
• Quantify business value through cost-benefit analysis, ROI drivers, forecasting accuracy, staffing models, shrinkage assumptions, and scheduling strategies.
• Lead business and technical discussions during WEM and WFM implementation, including solution demonstrations, configuration alignment, and adoption.
• Drive WFM best practices, methodologies, and governance models across multiple concurrent customer engagements.
• Collaborate with Product Owners, Scrum Masters, product teams, and documentation teams to refine user stories, epics, and product improvements.

Requirements

• Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field.
• 10+ years of contact center experience with progressively increasing responsibility.
• 8+ years implementing, managing, or consulting on WEM or WFM solutions in complex environments.
• Experience leading large-scale WFM or contact center transformation initiatives and change management efforts.
• Strong knowledge of forecasting, capacity planning, scheduling, workforce optimization, and analytical problem-solving.
• Experience with Agile environments, executive-level presentations, stakeholder influence, and managing multiple engagements.

Nice to have

• Experience with Quality Management, Speech Analytics, Text Analytics, or Employee Performance Management solutions.
• Experience with cloud-based contact center platforms and enterprise change control processes.

Culture & Benefits

• Work with AI-powered technology used by more than 8,000 organizations worldwide.
• Flexible-first culture with flexible ways of working.
• Mentorship, learning programs, leadership development, and education support.
• Paid volunteer time, August Free Fridays, well-being resources, and regionally tailored employee and family programs.

Hiring process

• Application review by Talent Acquisition and the hiring team.
• Zoom interview followed by meetings with the hiring manager and interview team.
• Most processes include no more than five interviews before final steps are communicated.