System Performance Specialist

18 hours ago

Lahore, Punjab, Pakistan beBeeTechnical Full time 700,000 - 1,000,000

Transform your career with our Technical Support role.

Join a dynamic team seeking a skilled technical professional to ensure the stability, integrity, and optimal performance of Genesys Cloud Workforce Management (WFM) systems. You will provide day-to-day technical support to users across the business, troubleshoot WFM issues, and collaborate with technical teams to guarantee smooth operation of scheduling, forecasting, and adherence functionalities.

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

Key Responsibilities
  • Deliver top-notch technical assistance to Genesys Cloud WFM users.
  • Work collaboratively 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 accuracy and consistency in data inputs/outputs from the WFM platform.
  • Conduct regular audits on Business Unit and Maintenance Unit 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 Service Level Agreement targets.
  • Generate and deliver Monthly WFM Support Summary Reports and Incident Reports including Root Cause Analyses.
  • Collaborate with software vendors as needed to resolve complex system issues.
  • Promote continuous improvement by identifying and implementing innovations to enhance system efficiency and data accuracy.
Required Skills and Qualifications
  • 1-3 years of experience specifically supporting Genesys Cloud WFM.
  • Thorough 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 highly valued.
  • Advanced troubleshooting and technical support abilities.
  • Excellent written and verbal communication skills, including the capacity to explain technical concepts to non-technical stakeholders.
  • High attention to detail, with strong planning and organizational skills.
  • Ability to independently manage tasks and take ownership from initiation to completion.
  • Skilled in creating documentation and process guides.
  • Strong analytical mindset and technical aptitude for software systems.
  • Proficiency in Advanced Microsoft Excel (including macros, scripting, and command use).
Preferred Attributes
  • Self-motivated individual with a proactive and collaborative approach.
  • Comfortable working in a dynamic, fast-paced support environment.
  • Ability to multitask and prioritize effectively.
Benefits

Full-time employment opportunity.

Onsite work mode.

US Eastern Standard Hours shifts.

Fluent English required (written and verbal).

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