Principal, Client Advisory - Workforce Management (copy)

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.