Genesys Cloud WFM Technical Support Engineer

About the role

As a Genesys WFM Technical Support Engineer you will ensure the smooth operation of Genesys Cloud Workforce Management (WFM) for our clients. You will act as the primary point of contact for users, troubleshoot issues, and collaborate with cross‑functional teams to deliver reliable WFM services.

Key responsibilities

• Provide day‑to‑day technical support for Genesys Cloud WFM users.
• Troubleshoot software bugs, performance problems, and integration issues related to scheduling, forecasting, and adherence.
• Maintain data accuracy, conduct regular audits of business unit and metric setups, and ensure proper configuration of feeds and skilling.
• Assist end‑users with tickets, inquiries, and training, while keeping documentation up to date.
• Track, prioritize, and resolve support tickets within defined SLA targets.
• Generate monthly support summary and incident reports, including root‑cause analyses.
• Collaborate with the Genesys vendor to resolve complex system issues and drive continuous improvement.

Required profile

• Bachelor’s degree in IT, Computer Science, Engineering or a related field.
• 1–3 years of experience supporting Genesys Cloud WFM.
• Strong understanding of workforce management concepts and systems.
• Excellent written and verbal communication skills in English.
• High attention to detail, strong organizational abilities, and the capacity to work independently.

Required skills

• Genesys Cloud WFM platform.
• Advanced Microsoft Excel (macros, scripting, command usage).

What we offer

• Dynamic, fast‑paced support environment.
• Opportunities for continuous learning and professional growth.
• Collaborative team culture focused on innovation.