Genesys Cloud Workforce Management (WFM) Specialist
Our healthcare client is centralizing their ~25 contact centers into a single operation. They are seeking a Genesys Cloud Workforce Management (WFM) specialist to support a large-scale contact center consolidation initiative. This is a highly execution-focused role, requiring direct system configuration, testing, and deployment, along with coordination across business stakeholders.
Responsibilities
- Configure and implement Genesys Cloud WFM capabilities, including forecasting, scheduling, real-time adherence (RTA), and capacity planning
- Execute hands-on system setup, validation, testing, and deployment of workforce management processes
- Stabilize and advance WFM implementation efforts that are currently behind schedule
- Collaborate with business leaders and operational stakeholders to align system configuration with business needs
- Identify and apply WFM best practices within Genesys Cloud while maintaining a strong focus on execution
- Troubleshoot issues, optimize configurations, and ensure successful adoption of WFM processes
- Support the transition and consolidation of multiple contact centers into a unified operation
Qualifications
- Deep, hands-on experience with Genesys Cloud WFM (required)
- Proven expertise in workforce management functions: forecasting, scheduling, RTA, and capacity planning
- Demonstrated ability to independently configure and implement WFM systems within Genesys Cloud
- Experience working in contact center or customer service operations environments
- Ability to coordinate effectively with stakeholders while driving hands-on system work
- Consulting background preferred but not required
- Genesys certifications preferred but not required
Start: ASAP Duration: 3-4 months Time commitment: 40 hours per week Location: Remote in the US Expected Range: $100-125 per hour Job ID: 8729
- This is a 1099 contract role that does not offer health benefits
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