Senior Technical Support Specialist

2 days ago


Lahore, Punjab, Pakistan beBeeSupport Full time 1,800,000 - 2,500,000
Genesys Cloud WFM Support Role

We are seeking a detail-oriented professional to ensure the stability and optimal performance of the Genesys Cloud Workforce Management system.

This role supports users across the business, troubleshoots WFM issues, and collaborates with technical teams to ensure smooth operation of scheduling, forecasting, and adherence functionalities.

  • Provide day-to-day technical support to Genesys Cloud WFM users.
  • Work cross-functionally 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.
Key Responsibilities

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 Monthly WFM Support Summary Reports and Incident Reports including Root Cause Analyses.


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