Company Description We are One Sutherland — a global team committed to creating innovative breakthrough solutions. Our diverse workforce thrives in an environment that values different thoughts, experiences, and backgrounds. We celebrate diversity and embrace it wholeheartedly. Sutherland is an equal opportunity employer that promotes a positive work environment through professionalism and mutual support, aiming for the goal of One Sutherland Team, Playing to Win. Job Description The Workforce Management Application Consultant applies their domain expertise in Workforce Management to collaborate closely with WFM Business Consultants. The role involves assisting NICE WFM customers in realizing value and increasing system adoption. The Application Consultant offers design guidance and application expertise to facilitate transformation and successful rollouts. They provide industry best practices to ensure customers fully optimize their technology usage and maximize the potential of the WFM solution. Building long-term relationships and becoming a trusted advisor are key success factors. The VRS consulting team manages customer relationships and individual engagements, focusing on operational excellence and strategic impact. The team holds high individual accountability for creating customer ROI, renewals, business development, and supporting the growth of the Value Realization Services team. Ensure successful delivery of contact center performance improvements through Workforce Management program recommendations, leading to highly satisfied, referenceable customers. Develop and maintain strong relationships with customers to ensure ongoing satisfaction. Provide expert WFM subject matter guidance to help customers optimize their practices within the Workforce Management domain. Facilitate Application Design Workshops, followed by configuration, testing, and sharing best practices. Collaborate with Business Consultants to align application design with project success criteria and assist in developing recommendations and roadmaps. Contribute to project planning, including deadlines, dependencies, and VRS activities. Partner with internal teams to enhance customer experience and improve processes through collaboration. Complete project documentation timely, submit timecards as per policy, and track progress against objectives. Stay current with industry standards and Workforce Management processes; produce collateral and whitepapers to promote NICE Value Realization Services. Support financial and impact analyses, and create ROI models specific to Workforce Management. Build repeat business through successful delivery, credibility, and thought leadership. Identify additional solution opportunities and communicate these to the account team. Qualifications Deep and broad understanding of Workforce Management solutions (experience with NICE WFM is a plus). Minimum of 3 years supporting contact center environments with Workforce Management. Proven ability to work independently, manage stakeholders, demonstrate thought leadership, and develop strategic partnerships. Experience supporting contact center teams and delivering operational performance improvements. Excellent verbal, written communication, and presentation skills. Multi-industry experience preferred. Willingness to travel up to 60%. Degree in a related discipline. #J-18808-Ljbffr