Genesys Cloud Workforce Optimization Analyst

Genesys Cloud Workforce Optimization Analyst

CTG is seeking to fill a Genesys Cloud Workforce Optimization Analyst position for our client.

Location:

Kansas City, MO or Miami, FL – Onsite Duration: 6 months with possible extension Duties:
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.

Skills:

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

Experience:

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.

Education:

Bachelor's degree in Information Technology, Computer Science, Business, or a related field preferred. Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.