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 WFM-related issues, and collaborate with technical teams to ensure seamless operation of scheduling, forecasting, and adherence functionalities. 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.
- Collaborate cross-functionally with WFM teams and technical departments to resolve issues and implement system enhancements.
- Troubleshoot and resolve software bugs, performance problems, and integration challenges related to Scheduling, Forecasting, and Adherence.
- Ensure accuracy and consistency in data inputs and outputs within the WFM platform.
- Conduct regular audits of Business Unit (BU) and Management Unit (MU) setups, data feeds, adherence metrics, mapping, and skill configurations.
- Assist end-users with inquiries, support tickets, and training related to the WFM system.
- Maintain up-to-date documentation for system configurations and operational processes.
- Track, prioritize, and resolve support tickets while adhering to defined Service Level Agreements (SLAs).
- Generate and present monthly WFM Support Summary Reports and Incident Reports, including Root Cause Analyses.
- Work closely with the software vendor to address complex system issues when necessary.
- Drive continuous improvement initiatives to enhance system efficiency and data accuracy.
- Ensure escalated issues are addressed promptly within service level definitions.
- Serve as the first escalation point during after-hours on-call shifts.

Required 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.
- Previous experience working within a Workforce Management team is advantageous.
- Relevant certifications in Genesys are preferred.
- Advanced troubleshooting and technical support skills.
- Excellent written and verbal communication abilities, with the capability to explain technical concepts to non-technical stakeholders.
- High attention to detail, along with strong planning and organizational skills.
- Ability to independently manage tasks and take ownership from initiation through completion.
- Proficiency in creating clear documentation and process guides.
- Strong analytical mindset and technical aptitude for software systems.

Preferred Qualifications and Attributes:
- Self-starter with a proactive and collaborative work style.
- Comfortable working in a dynamic, fast-paced support environment.
- Ability to multitask and prioritize effectively.

This position requires onsite work during US Eastern Standard Hours. Fluency in English, both written and verbal, is essential.