Senior Genesys Cloud WFM Engineer

Toronto - Canada

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Department:

Engineering

Job Summary

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.

Qualifications :

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.

We offer:

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.

*Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race color religion sex national origin age disability veteran status sexual orientation gender identity or any other protected status under applicable law.

Remote Work :

Yes

Employment Type :

Full-time

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 cen...

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.

Qualifications :

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.

We offer:

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.

Remote Work :

Yes

Employment Type :

Full-time

Key Skills

APIs
C/C++
Computer Graphics
Go
React
Redux
Node.js
AWS
Library Services
Assembly
GraphQL
High Voltage

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About Company

Miratech

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small player ... View more

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