Senior Genesys Cloud WFM Engineer

The Senior Genesys CX WFM Engineer will play a key role in a large Genesys Cloud CX environment, supporting multiple clients and business units within a large enterprise. This role is fully focused on Workforce Management (WFM) and requires strong hands-on expertise with Genesys Cloud WFM, contact center operations, and workforce optimization.

The specialist will work closely with contact center operations, workforce planning teams, and technical stakeholders to configure, optimize, and support WFM processes in Genesys Cloud CX.

Responsibilities:

• Configure, maintain, and optimize Genesys Cloud WFM functionality, including forecasting, capacity planning, scheduling, staffing groups, shrinkage, and intraday management.
• Build and adjust forecasts based on historical data, seasonality, business changes, and new queues or channels.
• Create, publish, and optimize agent schedules, managing constraints, preferences, and labor rules.
• Monitor intraday performance, adherence, and service levels; recommend and implement corrective actions.
• Support workforce planning for new business, peak periods, campaigns, and operational changes.
• Ensure accurate WFM data, configuration consistency, and alignment with contact center operations.
• Support WFM-related testing, releases, and production changes within Genesys Cloud CX.
• Collaborate with Operations, Platform, and Engineering teams to align WFM configuration with routing, queues, and channel strategies.
• Provide expertise on Genesys Cloud WFM best practices, platform capabilities, and continuous improvement opportunities.