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Senior Manager – Genesys Cloud Workforce Management
ComPsychStrategic and technical leader overseeing Genesys Cloud platform engineering and workforce management operations. Lead design, optimization, and governance with a hands-on approach to platform engineering.
Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Lead, coach, and develop a team of WFM analysts, schedulers, real-time analysts, and telephony specialists
- Establish clear performance expectations, career development plans, and ongoing coaching practices
- Build forecasting and capacity planning models across all contact center channels to support staffing and SLA performance
- Monitor and improve forecasting accuracy, staffing efficiency, adherence, occupancy, and service level performance
- Own the Genesys Cloud platform strategy, roadmap, configuration, and optimization across all supported business units and regions
- Design and maintain complex contact center routing strategies including IVR flows, omnichannel routing, skills-based routing, priority queues, overflow logic, and callback solutions
- Lead self-service and automation initiatives that improve containment rates, reduce live agent demand, and enhance customer experience
- Partner with Operations, HR, IT, Finance, Product, Analytics, and Compliance teams on workforce strategy and contact center technology initiatives
Requirements
What you’ll need- Bachelor’s degree required, preferably in Workforce Management, Operations, Information Systems, Business, or a related field
- 5+ years of leadership or management experience required
- 7+ years of experience in service delivery or workforce management roles within high-volume contact center environments preferred
- Strong knowledge of FMLA, ADA, state leave laws, disability programs, and regulatory compliance requirements
- Proven ability to lead teams, manage escalations, and deliver results under pressure
- Deep hands-on expertise with Genesys Cloud configuration, routing, IVR design, omnichannel operations, and platform integrations
- Strong experience in workforce management disciplines including forecasting, scheduling, real-time management, and capacity planning
- Experience implementing AI-enabled contact center technologies and automation solutions
- Strong analytical, problem-solving, and stakeholder management capabilities
- Excellent verbal and written communication skills with the ability to present effectively to technical and non-technical audiences
- Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook
- Self-starter with the ability to manage multiple priorities, work independently, and adapt in a dynamic environment
- Strong organizational, decision-making, and critical thinking skills.
Benefits
Comp & perks- Full benefits package
- Paid Time Off (PTO)
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k) with match
- Robust EAP
- Wellness program
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
workforce managementforecastingschedulingreal-time managementcapacity planningGenesys CloudIVR designomnichannel operationsautomation solutionsAI-enabled technologies
Soft Skills
leadershipcoachinganalytical skillsproblem-solvingstakeholder managementcommunication skillsorganizational skillsdecision-makingcritical thinkingself-starter