Genesys Workforce Management (WFM) Lead

Responsibilities

• Lead the design, configuration, and implementation of Genesys Cloud WFM capabilities, including forecasting, scheduling, adherence, intraday management, and reporting
• Define and optimize workforce management processes, operating models, governance, and best practices across contact center operations
• Lead requirements gathering, testing, training, deployment, and post-production support to ensure successful adoption and business outcomes

Requirements

• Strong expertise with Genesys Cloud Workforce Management and related contact center technologies
• Experience leading end-to-end WFM implementations, including solution design, configuration, testing, and deployment
• Strong understanding of contact center operations, workforce planning methodologies, and operational metrics such as service level, occupancy, adherence, and shrinkage