Genesys Cloud WFM Technical Operations Manager
1 week ago
We're looking for a highly skilled Genesys Cloud WFM technical operations professional to join our team. This role is responsible for ensuring the stability, integrity, and optimal performance of the Genesys Cloud Workforce Management (WFM) system. As a member of our team, you will support users across the business, troubleshoot WFM issues, and collaborate with technical teams to ensure smooth operation of scheduling, forecasting, and adherence functionalities.
The ideal candidate will have 1-3 years of experience specifically supporting Genesys Cloud WFM. They should possess a strong understanding of Workforce Management concepts and systems. A Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related field is required. Prior experience in a Workforce Management team is preferred.
Key responsibilities include providing day-to-day technical support to Genesys Cloud WFM users, working cross-functionally with WFM teams and technical departments to resolve WFM-related issues and implement enhancements, troubleshooting and resolving software bugs, performance issues, and integration problems related to Scheduling, Forecasting, and Adherence, maintaining accuracy and consistency in data inputs/outputs from the WFM platform, conducting regular audits on BU and MU setups, feeds, adherence metrics, mapping, and skilling configurations, assisting end-users with inquiries, tickets, and training related to WFM systems, maintaining updated documentation for system configurations and processes, tracking, prioritizing, and resolving support tickets while meeting defined SLA targets, generating and delivering Monthly WFM Support Summary Reports and Incident Reports including Root Cause Analyses, collaborating with the software vendor as needed to resolve complex system issues, and driving continuous improvement by identifying and implementing innovations to increase system efficiency and data accuracy.
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