Genesys Workforce Management (WFM) Consultant

Concord USA • Multiple Cities/States, MN

12h • Remote

About The Position

Concord is seeking a Genesys WFM and Reporting Analyst to support a client’s migration of its Member Engagement contact center from a legacy customer service platform to Genesys Cloud CX. The role owns workforce management configuration and reporting used during and after the migration, working closely with Member Engagement leadership and operations. Reporting from this position will inform staffing, service levels, and member experience.

The consultant will configure and maintain Genesys Workforce Management, build and maintain reporting for leadership and operations, and help validate WFM and reporting data as it moves from the legacy platform. The role also includes auditing data with Power Automate and Power Query, or building Power BI reporting on Genesys data; translating operational needs into WFM settings and reports; and resolving discrepancies while documenting processes and report definitions. The position is remote within the United States and requires working Eastern Time business hours. It is a long-term contract with possible extension.

Requirements

• Hands-on experience with Genesys Workforce Management, including forecasting, scheduling, and adherence.
• Strong Genesys reporting experience, including building performance views, dashboards, and scheduled reports.
• Experience using Power Automate and/or Power Query for data auditing, or strong Power BI reporting experience using Genesys data.
• Ability to work independently with operations stakeholders and explain data clearly to non-technical audiences.
• Must be authorized to work legally in the United States without sponsorship, now or in the future.

Nice To Haves

• Contact center or customer service operations background.
• Prior experience with Verint WFM or a contact center platform migration.
• Healthcare or health insurance experience.

Responsibilities

• Configure and maintain Genesys Workforce Management, including forecasting, scheduling, adherence, and intraday management.
• Build and maintain Genesys performance views, dashboards, and scheduled reports for Member Engagement leadership and operations.
• Support migration from the legacy platform by validating the accuracy of transferred WFM and reporting data.
• Audit WFM and reporting data using Power Automate and Power Query, or build Power BI reporting on Genesys data.
• Partner with operations leaders to translate staffing and service-level needs into WFM settings and reports.
• Identify and resolve data discrepancies.
• Document processes and report definitions.

Benefits

• Health, dental, and vision insurance.
• Employer contributions to Health Savings Accounts for employees enrolled in High Deductible Health Plans.
• Flexible Spending Accounts for healthcare and dependent care expenses.
• Employer-paid short-term disability coverage for up to 12 weeks and long-term disability coverage.
• Employer-provided life and AD&D insurance, with options for additional voluntary coverage.
• Employee Assistance Program for legal, financial, and personal challenges.
• 401(k) retirement savings with a 1% employer match.
• Career growth opportunities and pathways for advancement and skill development.
• Regular team-building events and company-sponsored team engagement activities.

What This Job Offers

• Education Level: No Education Listed