Senior Manager – Genesys Cloud Workforce Management

This is a fully remote position, open to applicants in Idaho.

📋 Description

• Lead, mentor, and develop a team consisting of WFM analysts, schedulers, real-time analysts, and telephony specialists.

• Set clear performance expectations, career growth plans, and ongoing coaching practices.

• Create forecasting and capacity planning models for all contact center channels to enhance staffing and SLA performance.

• Oversee and enhance forecasting accuracy, staffing efficiency, adherence, occupancy, and service level performance.

• Conduct post-mortem reviews for forecast variances, staffing events, and operational disruptions, implementing corrective actions and process enhancements.

• Maintain WFM dashboards and reporting schedules, providing actionable insights to senior leadership.

• Manage the Genesys Cloud platform strategy, roadmap, configuration, and optimization for all supported business units and regions.

• Design and uphold intricate contact center routing strategies, including IVR flows, omnichannel routing, skills-based routing, priority queues, overflow logic, and callback solutions.

• Resolve escalated telephony and queue configuration issues while acting as the internal subject matter expert for Genesys.

• Establish governance standards, change management processes, SOPs, and technical documentation for all platform modifications.

• Oversee integrations between Genesys and third-party systems to ensure data integrity and operational continuity.

• Implement and refine AI-driven capabilities, such as predictive routing, agent assist, voicebots, sentiment analysis, and auto-summarization.

• Lead self-service and automation initiatives that enhance containment rates, minimize live agent demand, and improve customer experience.

• Keep track of emerging CCaaS and AI technologies, developing business cases and recommendations for future investments.

• Ensure accurate integration of telephony data into forecasting, scheduling, adherence, and analytics platforms.

• Translate platform capabilities into operational enhancements for scheduling, workforce planning, and employee engagement.

• Oversee the strategy, configuration, and optimization of the Centrical platform for coaching, gamification, and agent engagement.

• Establish governance standards and best practices for performance management and coaching workflows.

• Assess and implement new platform capabilities that enhance employee engagement and operational results.

• Collaborate with Operations, HR, IT, Finance, Product, Analytics, and Compliance teams on workforce strategy and contact center technology initiatives.

• Effectively communicate technical and operational insights to both executive and non-technical stakeholders.

• Represent the function in enterprise modernization and operating model transformation initiatives.

• Build and sustain strategic vendor relationships with Genesys, Centrical, and related technology partners.

• Perform other duties as assigned.

⛳️ Requirements

• Bachelor’s degree required, preferably in Workforce Management, Operations, Information Systems, Business, or a related field; Master’s degree preferred.

• A minimum of 5 years of leadership or management experience is required.

• At least 7 years of experience in service delivery or workforce management roles within high-volume contact center environments is preferred.

• Strong knowledge of FMLA, ADA, state leave laws, disability programs, and regulatory compliance requirements.

• Proven track record in leading complex, cross-functional initiatives in regulated, fast-paced, and highly intricate environments.

• Demonstrated ability to lead teams, manage escalations, and achieve results under pressure.

• Deep hands-on expertise in Genesys Cloud configuration, routing, IVR design, omnichannel operations, and platform integrations.

• Strong experience in workforce management disciplines including forecasting, scheduling, real-time management, and capacity planning.

• Experience in implementing AI-enabled contact center technologies and automation solutions.

• Strong analytical, problem-solving, and stakeholder management skills.

• Proven ability to convert technical solutions into measurable operational outcomes.

• Experience with Centrical or similar employee engagement and performance management platforms is preferred.

• Excellent verbal and written communication skills with the ability to effectively present to both technical and non-technical audiences.

• Proficient in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.

• A self-starter with the ability to manage multiple priorities, work independently, and adapt in a dynamic environment.

• Strong organizational, decision-making, and critical thinking abilities.

🏝️ Benefits

• Comprehensive benefits package, including Paid Time Off (PTO)

• Medical, dental, and vision coverage

• 401(k) plan with matching contributions

• Robust Employee Assistance Program (EAP)

• Wellness program

• And much more