Design and configure Genesys Cloud Workforce Management capabilities, including scheduling rules, adherence monitoring, and real-time management setup.
Participate in Genesys Cloud WFM implementations and rollouts, including configuration, testing, and go-live support.
Support operational teams through training, knowledge transfer sessions, and enablement documentation to ensure effective adoption of WFM tools.
Facilitate change management activities during the transition to new WFM processes and tools.
Collaborate with operations leaders and stakeholders to ensure WFM configuration aligns with operational goals and service level expectations.
Provide post-go-live stabilization and hypercare support as teams transition to the new environment.

5+ years of experience in contact center environments.
Knowledge of Genesys Cloud WFM configuration and support.
Proven experience in delivering training and knowledge transfer sessions.
Experience supporting WFM transformation, migration, or optimization initiatives in contact center environments.
Strong analytical, stakeholder management, and communication skills.
Upper-Intermediate English or higher.
Hands-on experience with WFM solutions such as NICE, Verint, Alvaria, or similar platforms is a strong plus.
Relevant certifications, e.g., Genesys Cloud Workforce Management (WFM) certification, are a plus.

Culture of relentless performance : join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
Competitive pay and benefits : enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
ForeverRemote work culture : make the most of the flexibility that comes with remote work.
Growth mindset : reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
Global impact : collaborate on impactful projects for top global clients and shape the future of industries.
Welcoming multicultural environment : be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
Social sustainability values : join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.

WFM Consultant, Genesys Cloud

Key skills