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Genesys Workforce Management Expert

3 months ago

London, United Kingdom Salt Full time

Company Overview: Salt is collaborating with a prominent global Technology Consultancy seeking a Genesys WFM Specialist for an essential role with one of their key clients.

Contract Details:

  • Initial contract duration of 12 months, with potential for extension.
  • Competitive daily rate of up to £450.
  • Position is fully remote.
  • Engagement is inside IR35 regulations.

Role & Responsibilities:

  1. Possess a comprehensive understanding of Genesys Cloud WFM object configuration.
  2. Provide consultation on the strategic considerations behind Genesys Cloud WFM object setups.
  3. Assess a client's workforce operations and design appropriate Genesys Cloud WFM objects.
  4. Advise clients on the optimal design solutions from BT and alternative approaches, including the advantages and disadvantages of each, steering them towards the most effective design.
  5. Have sufficient knowledge of Genesys Cloud Routing to guide clients and BT design teams on the design parameters necessary for contact center routing that align with WFM configuration requirements.
  6. Assist clients with WFM Data Migration, including any necessary data transformation from their current platform. If the existing WFM system is BT Optimize, direct a suitable Technical Director to extract and transform the Optimize WFM data/BT CCC report data into the format required by Genesys Cloud WFM.
  7. If necessary, configure the Genesys Cloud WFM objects from start to finish and support the onboarding of the workforce.