{"id":4172140,"url":"https://alion.io/job/ttec-digital-principal-client-advisory-workforce-management-copy","title":"Principal, Client Advisory - Workforce Management (copy)","company":{"id":3352,"name":"TTEC Digital","domain":"ttecdigital.com","url":"https://alion.io/company/ttec-digital","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"A","score":85,"open_postings":53,"ghost_share":0.17,"stale_share":0,"repost_share":0.019,"time_to_fill_p50_days":75,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Sales","role_family":"Sales","seniority":"lead","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Sydney, Australia"],"countries":["AU"],"hiring_countries":["AU"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-11-12T14:44:11Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-12T15:01:37Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"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.\nThis 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.\nTTEC 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\nWhat you will be doing\n1. Customer Success & Strategic Account Leadership\nOwn the portfolio. Act as the primary point of contact and trusted advisor across key strategic accounts, accountable for satisfaction, retention, renewal and growth.\nDrive value realisation. Build and maintain account success plans mapped to each client’s business outcomes and CX objectives, and demonstrate measurable value against them.\nRun the cadence. Lead regular business reviews (QBRs), maintain account health scores, and proactively surface risks and opportunities before they escalate.\nGrow 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.\nOrchestrate delivery. Coordinate managed-services, delivery and support teams to ensure SLA commitments are met and clients realise the outcomes they were sold.\nOwn escalations. Serve as the senior escalation point for client issues, driving timely resolution and protecting CSAT / NPS.\nLead 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.\nOwn 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.\n2. Workforce Management (WFM) Domain Expertise\nBe 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.\nLead on implementations. Provide domain leadership across the WFM lifecycle: forecasting, scheduling, intraday management, adherence, capacity planning, shrinkage and reporting.\nAdvise across platforms. Guide clients on WFM best practice across leading platforms including Genesys, Calabrio, NICE and Verint.\nShape solutions. Support pre-sales and delivery with WFM scoping, requirements gathering, configuration guidance and solution design.\nTranslate operations to configuration. Convert contact-centre operational needs into practical WFM process design, configuration and ways of working.\nEnable and transfer knowledge. Lead WFM workshops, enablement sessions and knowledge transfer for both clients and internal teams.\nStay ahead. Track WFM platform roadmaps and emerging capabilities (e.g. AI-assisted forecasting and omnichannel scheduling) and bring that thinking to clients.\n3. Collaboration & Practice Building\nWork across the business. Partner closely with Client Advisory, Managed Services, Pre-Sales and Delivery to join up the client experience.\nBuild reusable capability. Lead the development of TTEC Digital’s WFM practice - playbooks, accelerators and reusable assets that scale expertise beyond one person.\nUplift the team. Mentor and upskill account and delivery colleagues on WFM fundamentals.\nSkills and experience you will bring\n8+ 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.\nDegree qualified, with a post-graduate or advanced degree desired.\nDemonstrable, hands-on Workforce Management expertise - as a WFM practitioner (analyst / planner / RTA) and/or implementing or configuring WFM platforms.\nWorking knowledge of one or more leading WFM platforms (Genesys, Calabrio, NICE or Verint).\nStrong understanding of contact-centre operations and the metrics that matter (service level, occupancy, shrinkage, adherence, AHT).\nExcellent stakeholder management, including credibility with senior and executive client contacts.\nDemonstrated experience leading aspects of projects and/or managing multiple concurrent client engagements, with commercial or profit-and-loss (P&L) exposure.\nBased in Australia with current rights to work, and able to travel domestically to client sites as needed.\nPreferred skills and experience:\nExperience across more than one WFM vendor / platform.\nBackground in a CX consulting, technology-services or BPO / outsourced contact-centre environment.\nRelevant platform certifications (e.g. Genesys, Calabrio, NICE, Verint).\nFamiliarity with cloud contact-centre platforms (e.g. Genesys Cloud, Amazon Connect, NICE CXone, Microsoft).\nProject or change-management exposure supporting WFM rollouts.","description_format":"text","description_chars":5834,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Australia","iso":"AU","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["IT 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