Genesys Cloud Technical Support Specialist
2 days ago
We are seeking a detail-oriented and technically skilled professional to ensure the stability, integrity, and optimal performance of the Genesys Cloud Workforce Management (WFM) system. This role requires strong communication skills, a proactive mindset, and the ability to troubleshoot and resolve technical issues efficiently.
Main Responsibilities- Provide day-to-day technical support to WFM users.
- Collaborate with technical teams to resolve WFM-related issues and implement enhancements.
- Troubleshoot software bugs, performance issues, and integration problems related to Scheduling, Forecasting, and Adherence.
- Maintain data accuracy and consistency in the WFM platform.
- Conduct regular audits on business unit and user group setups, feeds, adherence metrics, mapping, and skilling configurations.
- Assist end-users with inquiries, tickets, and training related to WFM systems.
- Maintain updated documentation for system configurations and processes.
- Track, prioritize, and resolve support tickets while meeting SLA targets.
- Generate reports on WFM system performance and incident analyses.
- Drive continuous improvement by identifying innovations to increase system efficiency and data accuracy.
The ideal candidate will have 1-3 years of experience supporting Genesys Cloud WFM systems, a strong understanding of Workforce Management concepts and systems, and a Bachelor's Degree in Information Technology or a related field. Prior experience in a Workforce Management team is preferred. Additionally, the candidate should possess advanced troubleshooting and technical support skills, excellent written and verbal communication skills, high attention to detail, and strong planning and organizational skills.
This role requires the ability to independently manage tasks and take ownership from initiation to completion. Skilled in creating documentation and process guides, the candidate should also have a strong analytical mindset and technical aptitude for software systems. Proficiency in Advanced Microsoft Excel is also required.
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