Sr. Work Force Management Support

As Senior WFM Technical Support, you will play crucial role in Managing smooth Genesys Cloud WFM Operations for our clients. Your primary focus would be on Genesys Cloud WFM, along with other On Prem WFM Platform. 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

• Provide day-to-day technical support to Genesys Cloud WFM users.
• Work cross-functionally with WFM teams and technical departments to resolve WFM-related issues and implement enhancements.
• Troubleshoot and resolve software bugs, performance issues, and integration problems related to Scheduling, Forecasting, and Adherence.
• Maintain accuracy and consistency in data inputs/outputs from the WFM platform.
• Conduct regular audits on BU and MU setups, feeds, adherence metrics, mapping, and skilling configurations.
• 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 Reports including Root Cause Analyses.
• Collaborate with the software vendor as needed to resolve complex system issues.
• Drive continuous improvement by identifying and implementing innovations to increase system efficiency and data accuracy.
• Ensuring escalated issues are addressed appropriately within the Service level dedifnitions.
• Ensuring availability as First escalation point in after hours on-call basis.
  
  

Qualifications

• 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, or a related field.
• 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 explain technical concepts to non-technical stakeholders.
• High attention to detail, with strong planning and organizational skills.
• Ability to independently manage tasks and take ownership from initiation to completion.
• Skilled in creating documentation and process guides.
• Strong analytical mindset and technical aptitude for software systems.
  
  

Preferred Attributes

• Self-starter with a proactive and collaborative approach.
• Comfortable in a dynamic, fast-paced support environment.
• Ability to multitask and prioritize effectively.
  
  

Work Mode: Onsite

Shifts: US Eastern Standard Hours

Language: Fluent English (written and verbal)