Company Description We are One Sutherland — a global team dedicated to creating innovative solutions. We value diversity in thought, experience, and background, and promote an inclusive work environment. Sutherland is an equal opportunity employer committed to a positive workplace culture. Founded in 1986, we have grown into a leading provider of business process and technology management services, offering analytics-driven solutions that support the entire customer lifecycle. Job Description The Workforce Management Application Consultant applies their expertise in Workforce Management to collaborate with WFM Business Consultants, assisting NICE WFM customers in realizing value and increasing system adoption. They provide design guidance and application expertise to facilitate transformation and successful roll-outs, ensuring customers optimize their technology use and maximize the WFM solution's potential. Building long-term customer relationships and becoming a trusted advisor are key to success. The VRS consulting team manages customer relationships and engagements, focusing on operational excellence, strategic impact, and supporting the growth of the Value Realization Services team. Ensure successful delivery of contact center performance improvements through Workforce Management recommendations, resulting in high customer satisfaction. Develop and maintain strong relationships with customers to ensure ongoing satisfaction. Provide expert guidance on Workforce Management best practices to optimize system usage. Facilitate Application Design Workshops, including configuration, testing, and best practices sessions. Collaborate with Business Consultants to align application design with project goals and develop recommendations and roadmaps. Contribute to project planning, including deadlines and dependencies. Work with NICE team members to enhance customer experience and internal collaboration. Complete project documentation, submit timecards, and meet annual objectives. Stay updated on industry standards and produce collateral to promote NICE Value Realization Services. Support financial and impact analyses, including ROI modeling for Workforce Management domains. Generate repeat business through successful delivery, credibility, and thought leadership. Identify additional solution opportunities and inform the account team. Qualifications Deep understanding of Workforce Management solutions (NICE WFM experience is a plus). At least 3 years supporting contact center operations with Workforce Management. Ability to work independently, handle stakeholders, provide thought leadership, and build strategic partnerships. Support contact center teams and demonstrate operational performance improvements. Excellent verbal, written, and presentation skills. Multi-industry experience preferred. Willingness to travel up to 60%. Degree in a related discipline. Additional Information This position requires working under a hybrid model in Bogota, Colombia. #J-18808-Ljbffr