Genesys WFM Sr. Technical Support
ibex
Date: 2 weeks ago
City: Lahore
Contract type: Full time

We are seeking a detail-oriented with Experience and technically skilled Senior
Genesys WFM Technical Support professional to join our team. This role is
responsible for ensuring the stability, integrity, and optimal performance of the
Genesys Cloud Workforce Management (WFM) system. You will support users across
the business, troubleshoot WFM issues, and collaborate with technical teams to
ensure smooth operation of scheduling, forecasting, and adherence functionalities.
This is a critical support role that requires strong communication skills, a proactive
mindset, and the ability to troubleshoot and resolve technical issues efficiently.
Responsibilities
Shifts: US Eastern Standard Hours
Language: Fluent English (written and verbal)
Genesys WFM Technical Support professional to join our team. This role is
responsible for ensuring the stability, integrity, and optimal performance of the
Genesys Cloud Workforce Management (WFM) system. You will support users across
the business, troubleshoot WFM issues, and collaborate with technical teams to
ensure smooth operation of scheduling, forecasting, and adherence functionalities.
This is a critical support role that requires strong communication skills, a proactive
mindset, and the ability to troubleshoot and resolve technical issues efficiently.
Responsibilities
- Provide day-to-day technical support to Genesys Cloud WFM users.
- Work cross-functionally with WFM teams and technical departments to resolve
- Troubleshoot and resolve software bugs, performance issues, and integration
- Maintain accuracy and consistency in data inputs/outputs from the WFM
- Conduct regular audits on BU and MU setups, feeds, adherence metrics,
- Assist end-users with inquiries, tickets, and training related to WFM systems.
- Maintain updated documentation for system configurations and processes.
- Track, prioritize, and resolve support tickets while meeting defined SLA targets.
- Generate and deliver Monthly WFM Support Summary Reports and Incident
- Collaborate with the software vendor as needed to resolve complex system
- Drive continuous improvement by identifying and implementing innovations to
- Ensuring escalated issues are addressed appropriately within the Service level
- Ensuring availability as First escalation point in after hours on-call basis.
- 4 to 6 years of experience specifically supporting Genesys Cloud WFM.
- Strong understanding of Workforce Management concepts and systems.
- Bachelor’s Degree in Information Technology, Computer Science, Engineering,
- Prior experience in a Workforce Management team is plus.
- Any relevant Certification in Genesys is preferred.
- Advanced troubleshooting and technical support skills.
- Excellent written and verbal communication skills, including the ability to
- High attention to detail, with strong planning and organizational skills.
- Ability to independently manage tasks and take ownership from initiation to
- Skilled in creating documentation and process guides.
- Strong analytical mindset and technical aptitude for software systems.
- Self-starter with a proactive and collaborative approach.
- Comfortable in a dynamic, fast-paced support environment.
- Ability to multitask and prioritize effectively.
Shifts: US Eastern Standard Hours
Language: Fluent English (written and verbal)
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