Genesys WFM/Dialer Manager

Key Responsibilities

• Administer and maintain the Genesys CX Cloud platform, including users, roles, skills, queues, permissions, and system configurations.

• Serve as the first line of defense for platform issues, managing tickets and escalations with Genesys Support when necessary.

• Partner with the Product Team to define flow requirements and perform thorough UAT to ensure operational readiness for continued strategic developments.

• Own dialer configuration, multi-channel campaign management, pacing, and compliance settings.

• Execute and optimize multi-channel campaigns (voice, digital, AI) to ensure operational performance aligns with strategic business initiatives.

• Optimize contact center performance in a blended environment to ensure achievement of both inbound and outbound KPIs.

• Oversee the automated and manual importing of contact lists, ensuring data integrity and correct mapping of contact information.

• Translate contact center data into actionable insights and strategic recommendations.

• Ensure adherence to regulatory and compliance guidelines related to outbound calling. 

• Lead workforce management (WFM) configuration and optimization, including forecasting, scheduling, intraday management, and adherence tracking.

• Actively monitor real-time adherence and shrinkage, partnering with operations supervisors to correct issues and adjusting for optimal output and SLA performance.

• Develop and maintain multi-channel forecasts using Genesys Cloud WEM tools to predict volume and appropriate staffing levels.

• Document contact center processes and changes to maintain operational transparency and continuity.

• Collaborate with Operations, Product, IT and Leadership teams on platform enhancements, system changes, and continuous strategic improvement initiatives with special focus on use of AI-enabled initiatives. 

• Establish and lead a team of analysts overseeing contact strategies and outbound campaign Management, Workforce Engagement Management (WEM) and general Genesys administration.

Key Requirements

• 3-5 years of experience administering the Genesys Cloud CX platform.

• Demonstrated experience configuring and maintaining Genesys WFM and Outbound Dialing modules.

• Strong understanding of contact center forecasting, scheduling logic, and real-time adherence tracking.

• Proven track record of transitioning AI-driven solutions from initial pilot to stabilized, high-volume production environments.

• Working knowledge of compliance and regulatory protocols (TCPA, FDCPA, STIR/SHAKEN, etc.)

• Proficiency in Google Sheets and/or MS Excel and advanced ability to translate data into actionable and strategic recommendations.

• Detail-oriented with strong organizational and problem-solving skills.

• Excellent communication and collaboration skills.

• Preferred: Experience in the auto lending industry or financial services.

• Preferred: Genesys Cloud CX Professional (GCP) or Specialist certifications.

The Ideal Candidate Will Have:

• Outstanding organizational skills 

• Excellent written and verbal communication skills 

• High level of integrity 

• Strong sense of teamwork, yet able to work independently 

• Self-motivated and able to work with minimal supervision 

• Works well in fast pace, high-volume environment 

• Excited by the idea of constant change