Experience: 10+ years in contact center MI (A3S)& WFM solutions

Core Focus

- Providing full scope of the day-to-day Production Support service including resolution of the live incidents as well as post-resolution problem management activities on BI areas like contact center telephony reporting tools.
- Should have been involved in migration projects from Genesys engage to Genesys cx.
- Providing technical expertise in finding root cause of major system problems.
- Installation & upgrade of components on Contact center infrastructure MI & WFM.
- Support of the various testing activities related to the new implementations.
- Working closely with various stakeholders located in different places in the world.
- Reviewing, designing and re-engineering processes with new technologies to improve performance.
- Designing and driving the implementation of service offerings, capability uplifts and process improvements.
- Should be able to engage with front door team and drive projects.
- Hands on experience on Linux/Unix/window platforms. Should working knowledge on

RDBMS preferably oracle & SQL server.
- Excellent verbal and written communication skills.
- Should be able to handle on call on weekends.
- Able to work on shifts.
- Should have worked on agile working environment.
- Working knowledge on cloud fundamentals.

Key Responsibilities

- WFM & Capacity Planning:

o Own multi-channel forecasting (voice, digital, email, chat) and long-term/short-term capacity planning models.

o Oversee automated schedule generation, shift optimization, and time-off management rules within Genesys WFM.

o Monitor real-time adherence (RTA)



and formulate action plans for Service Level

Agreement (SLA) recovery during volume spikes.

- Management Information (MI) & Analytics:

o Design, build, and maintain custom operational dashboards, historic reporting, and real-time analytics using Genesys Cloud performance views.

o Translate complex contact center data into actionable insights for operational leaders and workforce strategies.

o Track key performance indicators (KPIs) including Average Handle Time (AHT),

Occupancy, Service Level, and Schedule Adherence.

- CCaaS Platform Governance & Configuration:

o Configure and maintain business units, management units, activity codes, and work plans inside the cloud environment.

o Collaborate with routing, IT, and quality management teams to align queue/skill mapping with forecasting parameters.

o Drive continuous process improvements and leverage AI-driven conversational intelligence or WEM (Workforce Engagement Management) features.

Required Qualifications & Skills

- Technical Expertise: Deep hands-on experience with Genesys MI & WFM (Cloud and

Engage), interaction analytics, routing configuration, and API data extraction
- Analytical Skills: Advanced proficiency in data visualization tools (Power BI, Tableau)

tied directly to contact center data structures.
- Domain Knowledge: Solid grasp Contact center telephony solution Genesys too stack in a banking industry, Agent KPIs,multi-skill staffing dynamics, shrinkage modeling, and contact center economics.
- Soft Skills: Excellent stakeholder management, capability to train operations teams,

and strong incident/problem-solving aptitude.

📌 Genesys SME (India)
🏢 Principle Pride
📍 India