Genesys Workforce Management (WFM) Consultant

Concord USA • Multiple Cities/States, MN

2d • $45 - $58 • Remote

About The Position

Concord is seeking a Genesys WFM & Reporting Analyst for a long-term contract supporting 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 the reporting used during and after the migration. The analyst works closely with Member Engagement leadership and operations, and their reporting helps shape staffing, service levels, and member experience. The position is remote within the United States and requires working Eastern Time business hours.

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 legally authorized to work 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 the migration from the legacy platform and validate the accuracy of migrated WFM and reporting data.
• Audit WFM and reporting data using Power Automate and Power Query, or build Power BI reporting using Genesys data.
• Work 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 supporting legal, financial, and personal challenges.
• 401(k) retirement savings plan with a 1% employer match.
• Career growth opportunities and pathways for advancement and skill development.
• Regular team-building events and company-sponsored activities.

What This Job Offers

• Education Level: No Education Listed