About the job
Join our team as a Workforce Management Consultant specializing in Genesys Cloud. We seek an individual with extensive hands-on experience to assist in the design, configuration, and deployment of Workforce Management (WFM) capabilities tailored for contact center functions.
Your primary focus will be on configuring, implementing, and enabling WFM processes within Genesys Cloud, collaborating closely with operational teams to ensure a seamless transition and successful platform adoption.
Key Responsibilities:
- Design and establish Genesys Cloud Workforce Management functionalities, including scheduling protocols, adherence monitoring, and real-time management configurations.
- Engage in the implementation and rollout of Genesys Cloud WFM, overseeing configuration, testing, and providing go-live assistance.
- Empower operational teams through comprehensive training, knowledge transfer sessions, and enablement documentation to facilitate the effective use of WFM tools.
- Lead change management initiatives throughout the transition to new WFM processes and tools.
- Work collaboratively with operations leaders and stakeholders to ensure WFM configurations align with operational objectives and service level expectations.
- Offer post-go-live stabilization and hypercare support as teams acclimatize to the new environment.

