Genesys Cloud Workforce Optimization Analyst

Computer Task; Miami, Kansas City (FL, MO); On-site; USD 70,000 - 110,000; Full time

Job summary

CTG is seeking a Genesys Cloud Workforce Optimization Analyst for onsite work in Miami, FL (hybrid with Kansas City option). The six‑month contract focuses on operational execution, analytics dashboards, IVR development, and routing optimization within the Genesys Cloud CCaaS environment.

The role emphasizes collaboration with operations, documentation, and training to enable ongoing ownership of Genesys Cloud capabilities. Strong English communication is required.

Qualifications

• Bachelor's degree preferred.
• Hands-on experience with Genesys Cloud CCaaS operational execution.
• 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.

Responsibilities

• 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 communication

Education

Bachelor's degree in Information Technology, Computer Science, Business, or related field

Equivalent combination of education and relevant experience

Tools

Genesys Command Center

Job description

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.
• Equivalent combination of education and relevant experience may be considered.

Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee based recruitment services for this role.

About CTG

CTG, a Cegeka company, delivers IT and business solutions that enhance clients’ digital agility, empowering them to seize new opportunities and overcome any challenge. Backed by more than 60 years’ experience and a commitment to being a reliable, results‑driven partner, we work shoulder to shoulder with clients to shape digital together. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. With more than 9,000 team members in over 15 countries, we combine global expertise with local insight to deliver innovative solutions. We operate across the Americas, Europe, and India, working with over 3,000 clients in many of today's highest‑growth industries.

Together, we shape what’s next—working shoulder to shoulder to deliver impactful solutions for our clients and society. Our culture is built by the people who work at CTG, the values we hold, and the actions we take. It’s a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. At CTG, you’ll find a workplace where you are encouraged to grow, supported in your ambitions, and empowered to shape your own career journey. For more information, visitwww.ctg.com.

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. CTG is fully committed to promoting employment opportunities for members of protected classes.