Senior Genesys Cloud Workforce Management Support

About the role

We are looking for a detail‑oriented Senior Genesys Cloud Workforce Management (WFM) Technical Support professional to ensure stability, integrity, and optimal performance of our WFM system. The role involves supporting users, troubleshooting issues, and collaborating with technical teams to keep scheduling, forecasting, and adherence functions running smoothly.

Key responsibilities

• Provide day‑to‑day technical support to Genesys Cloud WFM users and act as the first escalation point.
• Work cross‑functionally with WFM teams and other technical departments to resolve issues and implement enhancements.
• Troubleshoot software bugs, performance problems, and integration issues related to scheduling, forecasting, and adherence.
• Maintain data accuracy, conduct regular audits of BU/MU setups, feeds, metrics, mapping, and skilling configurations.
• Assist end‑users with tickets, inquiries, and training; track, prioritize, and resolve tickets within SLA targets.
• Generate monthly support summary and incident reports, including root‑cause analyses.
• Collaborate with the software vendor for complex system problems and drive continuous improvement initiatives.

Required profile

• 4–6 years of experience supporting Genesys Cloud WFM.
• Bachelor’s degree in IT, Computer Science, Engineering or related field.
• Strong understanding of workforce management concepts and systems.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to non‑technical stakeholders.
• High attention to detail, strong planning and organizational abilities, and the capacity to work independently from initiation to completion.

Required skills

• Genesys Cloud Workforce Management (WFM) platform.
• Advanced troubleshooting and technical support techniques.
• Documentation and process guide creation.
• Analytical mindset for software systems and data accuracy.