Principal, Client Advisory - Workforce Management

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

This is a dual-mandate role that pairs strategic account ownership with deep Workforce Management (WFM) domain expertise. As a Client Advisor, you own the post-sale relationship, adoption, retention and growth of a portfolio of strategic accounts. As TTEC Digital’s WFM domain expert in-region, you are the go-to authority whenever a client is implementing, optimising or scaling a workforce management capability. You may carry profit-and-loss (P&L) accountability for the portfolio and take on leadership in aspects of larger and multiple concurrent client engagements and projects — interpreting complex client business issues and recommending best-practice solutions beyond WFM alone.

This is a remote role for someone based in Australia, Sydney or Melbourne, reporting to the Director, Client Service Desk with some domestic travel to metro and interstate client sites.

TTEC Digital is a leading global customer experience (CX) consulting and technology services firm. This role brings together two capabilities the business is scaling in Australia — trusted-advisor customer success and specialist WFM knowledge — so that our most important clients get both a single accountable relationship owner and credible, hands-on WFM leadership

What you will be doing

1. Customer Success & Strategic Account Leadership
• Own the portfolio. Act as the primary point of contact and trusted advisor across key strategic accounts, accountable for satisfaction, retention, renewal and growth.
• Drive value realisation. Build and maintain account success plans mapped to each client’s business outcomes and CX objectives, and demonstrate measurable value against them.
• Run the cadence. Lead regular business reviews (QBRs), maintain account health scores, and proactively surface risks and opportunities before they escalate.
• Grow the relationship. Partner with sales and pre-sales to identify and progress renewal, expansion and cross-sell opportunities within the portfolio. Lead the negotiation of strategy, scope and statements of work with senior and executive client stakeholders.
• Orchestrate delivery. Coordinate managed-services, delivery and support teams to ensure SLA commitments are met and clients realise the outcomes they were sold.
• Own escalations. Serve as the senior escalation point for client issues, driving timely resolution and protecting CSAT / NPS.
• Lead within engagements. Take on leadership in aspects of larger and multiple concurrent client engagements and workstreams, working independently with little or no day-to-day guidance and owning quality and delivery outcomes.
• Own the commercials. Hold profit-and-loss (P&L) accountability for the portfolio — managing engagement economics, margin and commercial governance to the parameters defined in each engagement agreement.
2. Workforce Management (WFM) Domain Expertise
• Be the WFM SME. Act as the recognised WFM subject-matter expert for the Australian client base — the person delivery, pre-sales and clients turn to for any workforce management need.
• Lead on implementations. Provide domain leadership across the WFM lifecycle: forecasting, scheduling, intraday management, adherence, capacity planning, shrinkage and reporting.
• Advise across platforms. Guide clients on WFM best practice across leading platforms including Genesys, Calabrio, NICE and Verint.
• Shape solutions. Support pre-sales and delivery with WFM scoping, requirements gathering, configuration guidance and solution design.
• Translate operations to configuration. Convert contact-centre operational needs into practical WFM process design, configuration and ways of working.
• Enable and transfer knowledge. Lead WFM workshops, enablement sessions and knowledge transfer for both clients and internal teams.
• Stay ahead. Track WFM platform roadmaps and emerging capabilities (e.g. AI-assisted forecasting and omnichannel scheduling) and bring that thinking to clients.
3. Collaboration & Practice Building
• Work across the business. Partner closely with Client Advisory, Managed Services, Pre-Sales and Delivery to join up the client experience.
• Build reusable capability. Lead the development of TTEC Digital’s WFM practice — playbooks, accelerators and reusable assets that scale expertise beyond one person.
• Uplift the team. Mentor and upskill account and delivery colleagues on WFM fundamentals.

Skills and experience you will bring

• 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, with a post-graduate or advanced degree desired.
• Demonstrable, hands-on Workforce Management expertise — as a WFM practitioner (analyst / planner / RTA) 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 the metrics that matter (service level, occupancy, shrinkage, adherence, 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 (P&L) exposure.
• Based in Australia with current rights to work, and able to travel domestically to client sites as needed.

Preferred skills and experience:

• Experience across more than one WFM vendor / platform.
• Background in a CX consulting, technology-services or BPO / outsourced contact-centre environment.
• Relevant platform certifications (e.g. Genesys, Calabrio, NICE, Verint).
• Familiarity with cloud contact-centre platforms (e.g. Genesys Cloud, Amazon Connect, NICE CXone, Microsoft).
• Project or change-management exposure supporting WFM rollouts.

Originally posted on Himalayas