Genesys Cloud Workforce Management (WFM) Specialist
Our healthcare client is centralizing their ~25 contact centers into a single operation.
They are seeking a Genesys Cloud Workforce Management (WFM) specialist to support a large-scale contact center consolidation initiative. This is a highly execution-focused role, requiring direct system configuration, testing, and deployment, along with coordination across business stakeholders.
Responsibilities
ā¢ Configure and implement Genesys Cloud WFM capabilities, including forecasting, scheduling, real-time adherence (RTA), and capacity planning
ā¢ Execute hands-on system setup, validation, testing, and deployment of workforce management processes
ā¢ Stabilize and advance WFM implementation efforts that are currently behind schedule
ā¢ Collaborate with business leaders and operational stakeholders to align system configuration with business needs
ā¢ Identify and apply WFM best practices within Genesys Cloud while maintaining a strong focus on execution
ā¢ Troubleshoot issues, optimize configurations, and ensure successful adoption of WFM processes
ā¢ Support the transition and consolidation of multiple contact centers into a unified operation
Qualifications
ā¢ Deep, hands-on experience with Genesys Cloud WFM (required)
ā¢ Proven expertise in workforce management functions: forecasting, scheduling, RTA, and capacity planning
ā¢ Demonstrated ability to independently configure and implement WFM systems within Genesys Cloud
ā¢ Experience working in contact center or customer service operations environments
ā¢ Ability to coordinate effectively with stakeholders while driving hands-on system work
ā¢ Consulting background preferred but not required
ā¢ Genesys certifications preferred but not required
Start: ASAP
Duration: 3-4 months
Time commitment: 40 hours per week
Location: Remote in the US
Expected Range: $100-125 per hour
Job ID: 8729
ā¢ This is a 1099 contract role that does not offer health benefits
Apply tot his job
Apply To this Job
They are seeking a Genesys Cloud Workforce Management (WFM) specialist to support a large-scale contact center consolidation initiative. This is a highly execution-focused role, requiring direct system configuration, testing, and deployment, along with coordination across business stakeholders.
Responsibilities
ā¢ Configure and implement Genesys Cloud WFM capabilities, including forecasting, scheduling, real-time adherence (RTA), and capacity planning
ā¢ Execute hands-on system setup, validation, testing, and deployment of workforce management processes
ā¢ Stabilize and advance WFM implementation efforts that are currently behind schedule
ā¢ Collaborate with business leaders and operational stakeholders to align system configuration with business needs
ā¢ Identify and apply WFM best practices within Genesys Cloud while maintaining a strong focus on execution
ā¢ Troubleshoot issues, optimize configurations, and ensure successful adoption of WFM processes
ā¢ Support the transition and consolidation of multiple contact centers into a unified operation
Qualifications
ā¢ Deep, hands-on experience with Genesys Cloud WFM (required)
ā¢ Proven expertise in workforce management functions: forecasting, scheduling, RTA, and capacity planning
ā¢ Demonstrated ability to independently configure and implement WFM systems within Genesys Cloud
ā¢ Experience working in contact center or customer service operations environments
ā¢ Ability to coordinate effectively with stakeholders while driving hands-on system work
ā¢ Consulting background preferred but not required
ā¢ Genesys certifications preferred but not required
Start: ASAP
Duration: 3-4 months
Time commitment: 40 hours per week
Location: Remote in the US
Expected Range: $100-125 per hour
Job ID: 8729
ā¢ This is a 1099 contract role that does not offer health benefits
Apply tot his job
Apply To this Job