Genesys Workforce Management (WFM) Specialist

Genesys Workforce Management (WFM) Specialist

We are looking for a Workforce Management Specialist with experience migrating from Verint to Genesys Cloud WFM tools. This role will focus on WFM reporting, schedule rule design, and Genesys WFM configuration. The candidate will be responsible for translating legacy WFM tools to Genesys Cloud WEM designs and managing WFM practices including forecasting, planning, reporting, and capacity modeling.

Key Responsibilities:

• Migrate WFM tools from Verint to Genesys Cloud WFM.
• Translate legacy WFM tools (Verint, Aspect, Nice, etc.) to Genesys Cloud WEM designs and objects.
• Develop and manage comprehensive WFM reports to support operational insights and decision-making.
• Design and implement effective schedule rules to optimize workforce scheduling and adherence.
• Configure Genesys WFM settings and parameters to align with business requirements and operational goals.
• Manage WFM practices including forecasting, planning, reporting, and capacity modeling.
• Collaborate with various stakeholders to ensure smooth WFM transitions and operations.

Required Qualifications:

• Experience: Proven experience migrating from Verint to Genesys Cloud WFM tools.
• Skills: Strong knowledge of WFM reporting, schedule rule design, and Genesys Cloud WFM configuration.
• Technical Skills: Ability to translate and integrate legacy WFM tools into Genesys Cloud WEM.
• Practices: Knowledge in WFM practices, including forecasting, planning, reporting, and capacity modeling.

Preferred Qualifications:

• Experience with multiple legacy WFM tools.
• Advanced analytical skills for WFM reporting and data-driven decision-making.
• Strong problem-solving skills and attention to detail.