Genesys Cloud WFM Support Engineer
1 week ago
We are seeking an experienced Genesys Cloud WFM technical support lead to join our team. This role is responsible for ensuring the stability, integrity, and optimal performance of the Genesys Cloud Workforce Management (WFM) system. You will lead a team of technical support professionals, provide guidance, and work collaboratively 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 and prior leadership experience in a similar role. 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.
Key responsibilities include leading a team of technical support professionals, providing guidance and oversight, 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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