WFM Application Consultant

Company Description

We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.
Sutherland was founded 38 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.

Job Description

The Workforce Management Application Consultant utilizes their domain expertise in Workforce Management to work side-by-side with the WFM Business Consultants to assist NICE WFM customers with driving value realization and increased system adoption. The Application Consultant provides design guidance and application expertise to steer transformation and successful rollouts. The Application Consultant provides industry best practice guidance to ensure customer fully optimizes their technology usage and maximizes the full potential of the WFM solution. Building long-term relationships with customers and becoming a trusted advisor is the key success criteria for this role. The VRS consulting team will manage the customer relationship and individual engagements with a strong focus on operational excellence and establishing strategy for business impact. The VRS consulting team has a high level of individual accountability to create customer ROI’s, customer engagement renewals, business development, and support the growth success of Value Realization Services team.

Qualifications

• Responsible for successful delivery of contact center performance improvement via Workforce Management program recommendations resulting in highly satisfied, referenceable customers
• Develop and maintain relationships with customers to ensure continued satisfaction
• Provide strong proven WFM subject matter expertise to guide customers through recommendations and guidance on best practices within the Workforce management domains
• Facilitate Application Design Workshops followed by configuration, application usage testing and application best practices sessions. 
• Collaborate with Business Consultant to align application design and usage with project success criteria and assist with development of recommendations and roadmap.
• Provide input into the project plan, deadlines, dependencies, and overlaying VRS activities
• Partner with other NICE team members to provide an excellent customer experience and internal collaboration to develop improved process recommendations
• Complete required project documentation on time, submit timecards according to policy, and track to annual objectives.
• Stay up to date with Industry standards and processes of Workforce Management and produce collateral, whitepapers etc. that help promote NICE Value Realization Services
• Provide support to perform financial analysis, benefits/impact analysis and create ROI models for the Workforce Management specific domains
• Develop repeat business opportunities via successful delivery, credibility and thought leadership provided
• Identifying additional solution opportunities and providing information to account team

• Experience:

• Deep and broad understanding of the WFM solution (NICE WFM a plus)
• Minimum of 3 years of experience supporting a contact center environment with Workforce Management
• Proven ability to work independently while effectively handling project stakeholders, provide thought leadership, and gain strategic partnership
• Providing support to contact center teams and demonstrated operational performance improvements with benefit
• Excellent verbal, written communication and presentation skills are a must
• Multi-industry experience preferred
• Must be willing to travel up to 60%
• 
  

  Education

• Degree in a related discipline

Additional Information

This position requires agreeing to work under a hybrid model in Bogota, Colombia.