Genesys Cloud Workforce Optimization Analyst

Computer Task Group, Inc•Miami, FL

4d•Onsite

About The Position

CTG is seeking to fill a Genesys Cloud Workforce Optimization Analyst position for our client. This role involves supporting operational execution within the Genesys Cloud CCaaS environment, utilizing Genesys Command Center, and managing various aspects of contact center operations. The analyst will be responsible for building and maintaining dashboards, developing IVR functionality, configuring routing and agent profiles, and supporting workforce optimization activities. Additionally, the role includes creating documentation, developing training materials, and collaborating with operational teams for knowledge transfer and transition. Analysis of contact center metrics and troubleshooting are also key components of this position.

Requirements

Genesys Cloud CCaaS
Genesys Command Center
Contact Center Operations
Workforce Optimization
Workforce Management
Quality Assurance
Data and Metrics Analytics
Dashboard Development
IVR Development
Skills-Based Routing
Agent Profile Configuration
Operational Documentation
Training and Knowledge Transfer
Strong analytical and problem-solving skills
Excellent communication and collaboration skills
2–5 years of experience working with Genesys technologies.
Hands-on experience with Genesys Cloud CCaaS operational execution.
Experience with Genesys Command Center.
Experience building and maintaining metric and data analytics dashboards.
Experience developing and supporting IVR functionality.
Experience configuring Skills-Based Routing and agent profiles.
Experience supporting workforce optimization functions, including workforce management and quality assurance.
Demonstrated ability to create clear technical and operational documentation.
Experience developing training materials and facilitating knowledge transfer to operational teams.
Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

Responsibilities

Support operational execution within the Genesys Cloud CCaaS environment.
Utilize Genesys Command Center capabilities to support contact center operations.
Build, maintain, and enhance metric and data analytics dashboards.
Develop, configure, and support IVR functionality.
Configure and maintain Skills-Based Routing and agent profiles.
Support workforce optimization activities, including workforce management and quality assurance.
Create and maintain documentation covering Genesys Cloud processes, configurations, and operational procedures.
Develop training materials to enable operational staff to assume ongoing ownership and maintenance of Genesys Cloud functions.
Collaborate with operational teams to support knowledge transfer and transition of Genesys Cloud capabilities.
Analyze contact center metrics and operational data to identify trends and support performance improvements.
Assist with troubleshooting, configuration changes, and ongoing optimization of Genesys Cloud capabilities.