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What are we looking for?

The WFO Consultant’s primary role will involve a mixture of presales and post-sales consultancy, primarily focussing on Workforce Management solutions such as Teleopti and NICE IEX. The role will assist the Sales team in gathering customer requirements, providing customer demonstrations of the product to show the value of the solution, and will cover the post sales configuration, training and consultancy to our customers. Although we are looking for WFM experts, candidates that also have Interaction Analytics presales / post-sales experience on products such as NICE, Nexidia or Verint may be given preference. 

This role offers the opportunity to work in a fast paced environment, which actively encourages team work, self-organisation and accountability.  It provides the freedom to play a key role in being instrumental in helping secure new business.

The role

  • Working with Sales to recommend the most suitable commercial and technical solution in accordance with the customer’s requirements and Company’s product sets.
  • Working with Sales to prepare proposals in response to RFPs and customer requests.
  • Work closely with the Sales team and the customer to provide consultative support through the design, documentation and delivery of the proposed solution. Assisting the customer in creating the rules and metrics that will be deployed to ensure their operations resource needs are met and business requirements are met, offering guidance and advice as needed. This may involve running a number of workshops with the customer.
  • Work with Project Management team to deliver the deployment of the agreed WFM solution applications. 
  • Provide end user training and consultancy to ensure the customer uses the system correctly, 
  • On site management of “go live” to ensure a successful deployment and carry out UAT (User Acceptance Testing) as required. 
  • Prepare a handover for the technical services/support services function. Due to the nature of the application, the role holder will need to assist in providing first line application support. 
  • Undertake post deployment best practice sessions to ensure the system is being used and assist the customer in gaining value from the solution.
  • Providing a consultancy service with a strong level of customer focus and engagement.
  • Delivering business demonstrations and presentations to customers.
  • Attend marketing events as required.
  • Verifying and approving quotes/orders

Who do we want to hear from?

If you’re someone who has delivered a WFM solution within the Call Centre industry looking to make a move out of operations into a more consultative role this could be the ideal position for you. Bringing the real life experience of the day to day running of a WFM application to others looking to implement these solutions. We are also happy to hear from experienced WFM presales / implementation consultants who wish to be involved in the full sales and delivery cycle. 

In addition candidates should have the following attributes, skills and experience:

  • Ideally be from a Workforce Planning Manager or equivalent background that has experience in the delivery of WFM applications. Using products such as Teleopti, NICE IEX or Verint would be desirable.
  • Knowledge of resource optimisation and Workforce Management best practices.
  • Any presales or post-sales consultancy / delivery of Interaction Analytics solutions such as NICE, Nexidia or Verint would be advantageous.  
  • Strong verbal and written communication skills with a creative style with the ability to articulate proposals to varying levels of individuals. 
  • Ability to handle business level conversations, meetings or workshops to define how technology can be exploited in customer environments. 
  • Excellent presentation skills
  • Ability to be self-sufficient, proactive with minimal guidance required and be able to multi-task.
  • Good attention to detail to update the project management / case handling system so that time can be tracked against each project. Any project management experience would be a benefit. 
  • Must have a “can do” attitude and be prepared to work flexible hours often on customer sites. This may mean a number of days away from home per week. 
  • Self Confidence - an in depth belief in one's own capabilities with strong interpersonal impact. 
  • Ambitious with a strong desire and energy to learn and take on new challenges
  • Customer Focus - a customer champion, passionate in the pursuit of excellent internal and external customer experience.
  • Positive and able to bring energy and passion to the role. 
  • Full driving licence

What’s in it for you?

To work for a friendly medium-sized privately owned company with a supportive culture, offering the following competitive salary and benefits:

  • Salary dependent on experience and skills.
  • Annual leave starting at 22 days, with incremental stages to increase to a maximum of 27 days (plus bank holidays).
  • Life insurance, contribution pension up to 5%, private medical cover and childcare vouchers.

What hours and where will you be based? 

Full time hours working 09:00 to 17:30, with time split working from home, customer sites and our Isleworth Office.

What do we do?

Business Systems (UK) Ltd is the UK’s leading independent provider of voice technology including call recording, quality monitoring, workforce management, speech analytics and other related products. We’ve been established for over 25 years and have offices in Isleworth, the City of London and Scotland. We design, implement and support our solutions and work with major manufacturers as well as develop our own solutions. 

We operate in a number of key markets:

  • More than 30% of the Financial Institutions use our services to record their trading floors, including The Bank of England, HSBC and Bank of New York Mellon.
  • Call Centres – we manage the systems for call centres such as Capita, Eurotunnel, Wessex Water, Experian etc. and our solutions help to optimise productivity.
  • UK Air Traffic Control –we manage the systems that record the planes flying in UK airspace.
  • NHS – Around 70% of out of hours’ doctors use our services when calling patients.