Senior Genesys Cloud WFM Engineer
Miratech
full-time
Posted on:
Location Type: Remote
Location: Canada
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Job Level
Tech Stack
About the role
- 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.
Requirements
- 5+ years of experience with WFM (Workforce Management), preferably in enterprise or multi-client environments.
- Strong hands-on experience with Genesys Cloud WFM (forecasting, scheduling, intraday management, adherence).
- Solid understanding of contact center KPIs and workforce metrics (service level, ASA, occupancy, shrinkage, adherence).
- Experience supporting multiple queues, channels (voice, chat, messaging), and complex operating models.
- Ability to work independently and manage multiple priorities across global teams.
- Strong analytical and problem-solving skills with a practical, operations-focused mindset.
- Genesys Cloud WFM certification(s) are a strong advantage.
Benefits
- 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, and a relocation program.
- Work From Anywhere 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Genesys Cloud WFMforecastingcapacity planningschedulingstaffing groupsshrinkageintraday managementdata analysiscontact center KPIsworkforce metrics
Soft skills
analytical skillsproblem-solving skillsindependent workprioritizationcollaboration
Certifications
Genesys Cloud WFM certification