Genesys Cloud Workforce Optimization Specialist

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 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.