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Principal, Client Advisory – Workforce Management
TTEC Digital. Own the portfolio and act as the primary contact and trusted advisor for strategic accounts .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive expertise in Workforce Management (WFM) practices, including hands-on experience with leading WFM platforms such as Genesys, Calabrio, NICE, and Verint. Proven ability to manage client engagements, drive value realization, and lead cross-functional teams to achieve customer success objectives.
Highest-signal resume keywords
Workforce Management ExpertiseClient Engagement ManagementStakeholder ManagementP&L AccountabilityWFM Platform Configuration
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Workforce ManagementClient AdvisoryProject ManagementContact-Centre OperationsService Level MetricsCapacity PlanningForecastingSchedulingConfiguration GuidanceSolution Design
Soft Skills
Excellent CommunicationCredibility with Senior ClientsMentoring and UpskillingNegotiation SkillsProblem-Solving
Tools & Technologies
GenesysCalabrioNICEVerintGenesys CloudAmazon ConnectNICE CXoneMicrosoft
Certifications & Qualifications
Genesys CertificationCalabrio CertificationNICE CertificationVerint Certification
Industry Keywords
Customer SuccessAccount ManagementSaaSManaged ServicesCX ConsultingBPOContact-Centre Environment
Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Own the portfolio and act as the primary contact and trusted advisor for strategic accounts
- Drive value realization through account success plans mapped to client outcomes and CX objectives
- Lead QBRs, maintain account health scores, and surface risks and opportunities
- Partner with sales and pre-sales on renewal, expansion and cross-sell opportunities
- Lead negotiation of strategy, scope and statements of work with senior client stakeholders
- Coordinate managed-services, delivery and support teams to meet SLA commitments
- Serve as senior escalation point for client issues and protect CSAT/NPS
- Lead aspects of larger and multiple concurrent client engagements and workstreams
- Manage portfolio engagement economics, margin and commercial governance, with P&L accountability
- Serve as recognized WFM subject-matter expert for the Australian client base
- Provide domain leadership across forecasting, scheduling, intraday management, adherence, capacity planning, shrinkage and reporting
- Guide clients on WFM best practices across Genesys, Calabrio, NICE and Verint
- Support pre-sales and delivery with WFM scoping, requirements gathering, configuration guidance and solution design
- Translate contact-centre operational needs into WFM process design, configuration and ways of working
- Lead WFM workshops, enablement sessions and knowledge transfer
- Track platform roadmaps and emerging capabilities such as AI-assisted forecasting and omnichannel scheduling
- Partner with Client Advisory, Managed Services, Pre-Sales and Delivery
- Develop WFM practice playbooks, accelerators and reusable assets
- Mentor and upskill account and delivery colleagues on WFM fundamentals
Requirements
What you’ll need- 8+ years in customer success, account management or client advisory within CX, contact centre, SaaS or managed-services environments, including demonstrable experience leading aspects of client engagements or projects
- Degree qualified
- Demonstrable, hands-on Workforce Management expertise as a WFM practitioner and/or implementing or configuring WFM platforms
- Working knowledge of one or more leading WFM platforms: Genesys, Calabrio, NICE or Verint
- Strong understanding of contact-centre operations and metrics including service level, occupancy, shrinkage, adherence and AHT
- Excellent stakeholder management, including credibility with senior and executive client contacts
- Demonstrated experience leading aspects of projects and/or managing multiple concurrent client engagements, with commercial or profit-and-loss exposure
- Based in Australia with current rights to work
- Able to travel domestically to client sites as needed
- Preferred: experience across more than one WFM vendor/platform
- Preferred: background in CX consulting, technology-services or BPO/outsourced contact-centre environment
- Preferred: relevant platform certifications such as Genesys, Calabrio, NICE or Verint
- Preferred: familiarity with cloud contact-centre platforms such as Genesys Cloud, Amazon Connect, NICE CXone or Microsoft
- Preferred: project or change-management exposure supporting WFM rollouts