Highly Skilled WFM Systems Professional

8 hours ago


Lahore, Punjab, Pakistan beBeeTechnical Full time $60,000 - $90,000
Genesys WFM Technical Support Specialist

We are seeking a detail-oriented and technically skilled professional to join our team as a Genesys WFM Technical Support specialist. This role is responsible for ensuring the stability, integrity, and optimal performance of the Genesys Cloud Workforce Management (WFM) system.

Job Responsibilities

• Provide day-to-day technical support to Genesys Cloud WFM users.
• Troubleshoot and resolve software bugs, performance issues, and integration problems related to Scheduling, Forecasting, and Adherence.
• Maintain accuracy and consistency in data inputs/outputs from the WFM platform.
• Conduct regular audits on BU and MU setups, feeds, adherence metrics, mapping, and skilling configurations.
• Assist end-users with inquiries, tickets, and training related to WFM systems.
• Track, prioritize, and resolve support tickets while meeting defined SLA targets.
• Generate and deliver reports including Root Cause Analyses.

Key Qualifications

• 1-3 years of experience supporting Genesys Cloud WFM.
• Strong understanding of Workforce Management concepts and systems.
• Bachelor's Degree in IT, Computer Science, or a related field.
• Advanced troubleshooting and technical support skills.
• Excellent communication skills.
• High attention to detail, with strong planning and organizational skills.
• Ability to independently manage tasks and take ownership.

About the Role

This is a critical support role that requires strong communication skills, a proactive mindset, and the ability to troubleshoot and resolve technical issues efficiently. The ideal candidate will be self-motivated, collaborative, and comfortable working in a fast-paced environment.



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