Professional Service Engineer - Workforce Management

Professional Service Engineer - Workforce Management

About Us:

Launched in July 2020, Kerv is a next‑generation ‘customer‑first, cloud‑first’ provider, created to help customers achieve successful business outcomes in a new digital era. We are undergoing an exciting period of transformation and growth following the merger with a number of highly successful organisations.

One of those organisations is Kerv Experience who live and breathe customer engagement. Every day, we create and implement award‑winning, omni channel cloud based solutions to help our customers deliver industry‑leading customer experience.

AtKerv Experiencewe know that implementing a new CX platform is a big deal- that comes with big challenges.

That’swhy our expert team is flexible. We’reready to help our customers every step of the way with a fully responsive, risk‑free approach,that’s built around them.

We help our customersleveragethe power ofGenesys

Cloudalongside our own technology,such asCXTranslate.

Weare a Genesys Gold partner and have been the EMEA Genesys Cloud Partner of the Year fora number ofyears.

About the Role:

Professional Services Engineer – Workforce Management (WFM) Focus

Reporting to the Lead Professional Services Engineer, this role is primarily responsible for delivering high quality Workforce Management (WFM) implementations and service enhancements for Kerv’s customers. We are seeking a Professional Services Engineer with strong hands‑on experience in WFM — ideally within Genesys Cloud — and a deep understanding of forecasting, scheduling, intraday management, and adherence processes. quality Workforce Management (WFM) implementations and service enhancements for Kerv’s customers.

We are seeking a Professional Services Engineer with strong hands‑on experience in WFM — ideally within Genesys Cloud — and a deep understanding of forecasting, scheduling, intraday management, and adherence processes.

While WFM is the core focus, candidates with broader Workforce Engagement Management (WEM) experience — such as Quality Management, Speech and Text Analytics, Coaching, and Gamification — will be at an advantage, as these capabilities increasingly complement modern WFM strategies.

This role blends technical configuration, customer consulting, and operational readiness to ensure customers maximise the value of their WFM investment.

Key Responsibilities

• Workforce Management Delivery (Primary Focus)
• Lead WFM onboarding and configuration for new customers, ensuring solutions align with best practice.
• Conduct discovery sessions to understand operational models, staffing approaches, and planning challenges.
• Translate customer requirements into clear, approved delivery specifications.
• Configure Genesys Cloud WFM components, including:
• Business Units and Management Units
• Scheduling rules and shift templates
• Activity codes and adherence settings
• Intraday management tools
• Support UAT, operational readiness, and golive planning.
• Provide early life support and ensure a smooth transition to the Service Delivery team.
• Deliver training to customer teams on forecasting, scheduling, intraday management, and adherence.
• Broader WEM Capability (Desirable, Not Essential)

Candidates with wider WEM experience will be able to support customers across additional Genesys Cloud capabilities, including:

• Quality Management (forms, evaluation workflows, calibration)
• Speech and Text Analytics (topic spotting, sentiment, acoustic insights)
• Coaching and performance management
• Gamification and agent engagement tools

• Implementation & Technical Delivery
• Configure Genesys Cloud and associated systems, including integrations with third party platforms where required.
• Produce clear documentation, including delivery specifications, handover packs, and configuration guides.
• Work closely with project managers, solution consultants, and customer success teams to ensure smooth delivery.

• Customer Consulting & Continuous Improvement
• Advise customers on WFM best practice and optimisation opportunities.
• Analyse workforce processes to identify efficiency gains and operational improvements.
• Support customers in using analytics and insights to refine their planning and performance strategies.
• Con…