Senior Technical Support Specialist

6 days ago

Lahore, Punjab, Pakistan beBee Careers Full time

Job Title: Senior Technical Support Specialist - WFM System Operations

Description:

We are seeking a highly skilled and experienced technical support specialist to join our team in ensuring the stability, integrity, and optimal performance of the Genesys Cloud Workforce Management system.

This role involves providing day-to-day technical support to users across the business, troubleshooting WFM issues, and collaborating with technical teams to ensure smooth operation of scheduling, forecasting, and adherence functionalities.

This is a critical support role that requires strong communication skills, a proactive mindset, and the ability to troubleshoot and resolve technical issues efficiently.

Responsibilities:

  • Provide technical support to Genesys Cloud WFM users
  • Collaborate with WFM teams and technical departments to resolve WFM-related issues and implement enhancements
  • Troubleshoot and resolve software bugs, performance issues, and integration problems related to Scheduling, Forecasting, and Adherence
  • Maintain accurate and consistent data inputs/outputs from the WFM platform
  • Perform regular audits on BU and MU setups, feeds, adherence metrics, mapping, and skilling configurations
  • Support end-users with inquiries, tickets, and training related to WFM systems
  • Update documentation for system configurations and processes
  • Track, prioritize, and resolve support tickets while meeting defined SLA targets
  • Generate and deliver monthly reports, including Root Cause Analyses
  • Collaborate with the software vendor to resolve complex system issues
  • Implement innovations to increase system efficiency and data accuracy

Qualifications:

  • 4-6 years of experience supporting Genesys Cloud WFM
  • Strong understanding of Workforce Management concepts and systems
  • Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related field
  • Prior experience in a Workforce Management team is a plus
  • Relevant Certification in Genesys is preferred
  • Advanced troubleshooting and technical support skills
  • Excellent written and verbal communication skills
  • High attention to detail, with strong planning and organizational skills

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