Genesys Cloud WFM Specialist

• Significant hands-on experience with Genesys Cloud WFM in enterprise-scale implementations.\r\n
• Proven ability to run workshops, gather requirements, and influence senior stakeholders.\r\n
• Strong understanding of contact centre operations and WFM best practice.\r\n
• Confident in designing and delivering complex WFM solutions.\r\n
• Excellent communication skills with a consultative, customer-focused approach.\r\n
• Passionate about delivering high-quality outcomes and driving operational improvement.\r\n

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• Lead end-to-end WFM workstreams within complex Genesys Cloud implementations.\r\n
• Facilitate high-quality workshops with operational, technical, and senior stakeholder groups.\r\n
• Translate business requirements into robust, scalable WFM solution designs.\r\n
• Configure, optimise, and deploy Genesys Cloud WFM capabilities across enterprise environments.\r\n
• Provide expert guidance on forecasting, scheduling, intraday management, and long-term planning.\r\n
• Support change management, user adoption, and post-deployment optimisation.\r\n
• Work collaboratively with solution architects, project managers, and customer teams to ensure successful delivery.\r\n

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Experience required: \r\n