Senior System Administrator – Genesys Cloud WFM Technical Support

About the role

We are looking for a Senior System Administrator to join ibex’s CX services team, focusing on the Genesys Cloud Workforce Management (WFM) platform. The role ensures the stability, integrity and optimal performance of the WFM system for fast‑growing startups and established brands.

Key responsibilities

• Provide day‑to‑day technical support to Genesys Cloud WFM users.
• Collaborate with WFM teams and technical departments to resolve issues and implement enhancements.
• Troubleshoot software bugs, performance problems and integration issues related to scheduling, forecasting and adherence.
• Maintain accurate data inputs/outputs and conduct regular audits of BU/MU setups, feeds, metrics and configurations.
• Assist end‑users with tickets, inquiries and training, ensuring SLA targets are met.
• Document system configurations, processes and produce monthly support summary and incident reports with root‑cause analyses.
• Work with the software vendor to resolve complex system problems and drive continuous improvement.

Required profile

• 1‑3 years of experience supporting Genesys Cloud WFM.
• Bachelor’s degree in IT, Computer Science, Engineering or a related field.
• Strong understanding of Workforce Management concepts and systems.
• Excellent written and verbal communication skills, able to explain technical concepts to non‑technical stakeholders.
• High attention to detail, strong planning and organizational abilities.
• Ability to work independently, own tasks from initiation to completion, and create clear documentation.

Required skills

• Genesys Cloud WFM
• On‑Premise WFM platforms
• Scheduling, forecasting and adherence modules
• Ticketing and incident management systems
• Root‑cause analysis and reporting
• System configuration documentation