Principal Workforce Management Consultant

Location: Flexible, with candidates based in Sydney, Brisbane, or Melbourne; applicants must have the legal right to work in Australia. Travel of up to 25%, including international travel, is required.

Company

hirify.global provides AI-powered experience orchestration technology that connects people, systems, data, and AI for more than 8,000 organizations worldwide.

What you will do

• Lead executive and operational discovery workshops to assess workforce challenges, organizational readiness, and business objectives.
• Develop workforce management recommendations, transformation roadmaps, governance models, and best practices aligned with customer strategy.
• Quantify business value through cost-benefit analysis, ROI drivers, productivity, service-level performance, and workforce efficiency measures.
• Lead business and technical discussions during implementation, including solution demonstrations, configuration alignment, adoption, and operational execution.
• Support sales and account teams by identifying risks, assumptions, dependencies, and gaps that may affect WFM success and customer satisfaction.
• Collaborate with Product Owners and Scrum Masters on WFM user stories and epics, while providing structured feedback to product and documentation teams.

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 of experience implementing, managing, or consulting on WEM or WFM solutions in complex environments.
• Experience leading large-scale WFM or contact center transformation initiatives, with strong knowledge of forecasting, capacity planning, scheduling, and workforce optimization.
• Experience with change management, executive-level presentations, stakeholder influence, analytical problem-solving, and Agile practices including user stories, epics, and sprint planning.
• Legal right to work in Australia and willingness to travel up to 25%, including internationally.

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

• Flexible-first ways of working within a global organization.
• Mentorship, learning programs, leadership development, and education support.
• Paid volunteer time, August Free Fridays, well-being resources, and regionally tailored employee and family programs.
• Opportunity to build and operate AI-powered technology at enterprise scale.

Hiring process

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