Principal Solutions Specialist IV

Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region. 

Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.

Our brand promise - Makes Work Life Better™ - Reflects our commitment to employees, customers, partners and communities globally. 

About the opportunity

The Principal Solutions Specialist IV in the Product Solutions Team is a Dayforce subject matter expert who conducts data-driven analysis to identify ticket trends and macro-level gaps amongst the Dayforce client base, and apply technical solutions to solve these problems, with the aim to:

• Improve the effectiveness of the Customer Support organization
• Reduce incoming support ticket volume
• Reduce cycle times for support ticket resolution
• Provide proactive versus reactive support
• Influence the product roadmap towards improved customer experience and supportability
• Provide oversight on the quality and prioritization of defects
• Assist with widespread, complex and critical issue resolution

This involves ideation, planning, executing, leading and contributing to various people, product and process-based initiatives.  This role assumes a leadership capacity in the team and the ability to handle escalations and lead efforts during widespread, critical situations impacting the Dayforce organization. It would require efficient collaboration with teams across Dayforce including Customer Support, Product and Engineering, Services, Learning, Compliance and Information Technology Teams.

The Principal Solutions Specialist IV is a functional expert in several Dayforce product areas, and a good working knowledge of the Dayforce suite of products and how they integrate and impact the different product areas. When complex or critical issues arise in their areas of expertise, the Principal Solutions Specialist IV partners with other teams to identify a resolution path, formulate strategies to prevent the re-occurrence of the issue or request, and socialize the details to the broader organization. As a level IV Principal Solutions Specialist, they would also assist the Solutions Team members with their areas of expertise as needed.

What you’ll get to do

• Stay current on Dayforce application knowledge

• Understand upcoming features and changes in the product
• Identify support readiness activities
• Learn about new technologies and methodology to provide innovative and world-class support to our customers

• Monitor and review critical defects, product gaps, customer configuration and data issues with the aim to:

• Proactively identify remedial actions on a global scale
• Propose various alternatives to mitigate impact and long-term solutions
• Help identify, measure impact, prioritize and escalate work items
• Coordinate efforts with Dayforce Support and other teams
• Independently lead or contribute to cross functional, strategic initiatives aligned with the team’s mandate

• Represent the Customer Support Team in discussions, decision-making, communications and other company-wide initiatives related to the team’s mandate
• Understand, and effectively leverage available data sources and tools to analyze trends and other factors to guide planning, decisions and execution of efforts.
• Identify knowledge and process gaps and opportunities
• Develop transformation strategies to optimize the operations with different stakeholders

• Support the Solutions Team members

• Provide mentorship, documentation and training materials
• Provide solution oversight for various projects
• Act as a technical resource and provide consultation to team members
• Create, document and optimize team processes
• Develop, document, and share best practices for delivery of key module functionality

• Contribute to the ideation, design, testing and feedback on Dayforce tools. This includes tools used by the Customer Support Team, customers, partners and other teams.

Skills and experience we value

• Bachelor’s degree in computer science, engineering, information systems or a related technical field
• 2+ years of experience working with the Dayforce HCM application
• Recognized subject matter expert across multiple Dayforce product areas
• Good proficiency in SQL, Power BI, LLMs and an understanding of relational database concepts, data structures and algorithms
• Working knowledge of XML, XSLT, file transfer protocols, web services, APIs, and other integration technologies
• Ability to troubleshoot in an optimal manner and identify creative and efficient ways to solve complex technical and functional issues, often in a fast-paced, high-pressure setting
• Strong communication, organizational, analytical, critical-thinking, problem-solving and collaboration skills. Ability to work effectively across technical, functional, and customer-facing teams

What would make you stand out

• Further specialization and certification in software design, information systems, data intelligence, business systems, ITIL, Six-Sigma and the like.
• 2+ years of experience in a customer-facing technical service or technical leadership role
• Experience working in a cross-functional, project-based, Agile or Scrum environment
• Experience working with hosting, cloud infrastructure, and change management protocols
• Strong SQL skills, a solid understanding of relational database design, indexing, execution plans, with the ability to recommend scalable optimization strategies and provide technical mentorship and guidance to team members

What’s in it for you

Dayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.

We encourage individuals to apply based on their passions.

Dayforce employees and their families are eligible to participate in the following benefits programs: medical, dental, vison, and life insurance. Dayforce employees are also eligible to participate in a 401k plan (plus match) and a Global Employee Stock Purchase Plan. Employees also receive unlimited Time Away From Work (in lieu of accrued vacation time), 10 paid US holidays, up to 80 hours  of paid sick time and 17 weeks of paid parental leave, subject to the terms of the applicable policy or program.

With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself. 

Please note that the salary range mentioned in this job description should serve simply as a guide. The final compensation offered may vary based on a variety of factors, including bonuses and/or incentives, or a candidate’s experience, skills, budget and location. Our company is committed to providing a fair, equitable, and competitive package that reflects the value an individual brings to the organization. 

Fraudulent Recruiting

Beware of fraudulent recruiting. Legitimate Dayforce contacts will use an @dayforce.com email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Dayforce employee, please refer to our fraudulent recruiting statement found here: https://www.dayforce.com/be-aware-of-recruiting-fraud

Dayforce actively monitors all job applications to ensure authenticity. Submissions determined to be fraudulent or misleading will be declined from the recruitment process

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