Genesys WFM Technical Support Engineer

About the role

As a Genesys WFM Technical Support Engineer at ibex., you will ensure the stability and optimal performance of the Genesys Cloud Workforce Management (WFM) platform for our clients. You will act as the primary point of contact for users, troubleshoot issues, and collaborate with cross‑functional teams to maintain smooth scheduling, forecasting, and adherence operations.

Key responsibilities

• Provide day‑to‑day technical support to Genesys Cloud WFM users.
• Work with WFM and technical teams to resolve issues and implement enhancements.
• Troubleshoot software bugs, performance problems, and integration errors related to scheduling, forecasting, and adherence.
• Maintain data accuracy and consistency across the WFM platform.
• Conduct regular audits of business unit and management unit setups, feeds, metrics, mapping, and skill configurations.
• Assist end‑users with tickets, inquiries, and training.
• Document system configurations and processes.
• Track, prioritize, and resolve support tickets within SLA targets.
• Generate monthly support summary reports and incident root‑cause analyses.
• Collaborate with the software vendor for complex issue resolution.
• Identify and implement improvements to increase system efficiency and data accuracy.

Required profile

• 1–3 years of experience supporting Genesys Cloud WFM.
• Strong understanding of Workforce Management concepts and systems.
• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field.
• Excellent written and verbal communication skills.
• High attention to detail and strong organizational abilities.
• Ability to work independently and take ownership of tasks.

Required skills

• Genesys Cloud WFM
• Workforce Management platforms
• Software troubleshooting
• Ticketing and incident management
• Reporting and root‑cause analysis