Sr. Work Force Management Support

We are looking for a detail-oriented and technically skilled Senior Genesys WFM Technical Support professional to join our team. In this role, you will be responsible for maintaining the stability, integrity, and optimal performance of the Genesys Cloud Workforce Management (WFM) system. You will provide support to users across the organization, troubleshoot issues related to scheduling, forecasting, and adherence, and collaborate with technical teams to ensure seamless operation. This position demands strong communication skills, a proactive approach, and the ability to efficiently resolve technical challenges.

Key Responsibilities:
- Provide daily technical support to Genesys Cloud WFM users, addressing inquiries and resolving issues promptly.
- Collaborate cross-functionally with WFM teams and technical departments to troubleshoot and resolve system-related problems and implement enhancements.
- Diagnose and fix software bugs, performance bottlenecks, and integration challenges affecting scheduling, forecasting, and adherence modules.
- Ensure data accuracy and consistency in inputs and outputs from the WFM platform.
- Conduct regular audits on Business Unit (BU) and Management Unit (MU) setups, data feeds, adherence metrics, mapping, and skill configurations.
- Assist end-users with ticket management, inquiries, and training related to WFM systems.
- Maintain and update comprehensive documentation for system configurations, processes, and troubleshooting guides.
- Track, prioritize, and resolve support tickets while adhering to defined Service Level Agreements (SLAs).
- Prepare and deliver monthly WFM Support Summary Reports and Incident Reports, including Root Cause Analyses.
- Liaise with the software vendor to resolve complex system issues when necessary.
- Drive continuous improvement initiatives by identifying opportunities to enhance system efficiency and data accuracy.
- Ensure escalated issues are addressed within SLA definitions and serve as the first escalation point during after-hours on-call shifts.

Required Qualifications:
- 4 to 6 years of hands-on experience supporting Genesys Cloud WFM systems.
- Strong understanding of Workforce Management concepts and related software systems.
- Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related discipline.
- Prior experience working within a Workforce Management team is an advantage.
- Relevant certifications in Genesys technologies are preferred.
- Advanced troubleshooting and technical support skills with a proven track record of resolving complex issues.
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical stakeholders.
- High attention to detail combined with strong planning and organizational abilities.
- Ability to independently manage tasks and take ownership from initiation through to completion.
- Skilled in creating clear and effective documentation and process guides.
- Strong analytical mindset and technical aptitude for software systems.

Preferred Qualifications and Attributes:
- Self-starter with a proactive, collaborative approach to problem-solving.
- Comfortable working in a dynamic, fast-paced support environment.
- Ability to multitask and prioritize effectively under pressure.

Work Mode: Onsite
Shifts: US Eastern Standard Time
Language: Fluent English (written and verbal)

This role offers an excellent opportunity to contribute to the success of a critical system within a collaborative and technically driven environment. If you are passionate about Workforce Management technology and enjoy delivering high-quality technical support, we encourage you to apply.