Genesys Workforce Management (WFM) Consultant

Concord; United States; Remote; USD 62,000 - 66,000; Full time

Benefits offered by this job

Health, Dental, Vision Insurance

HSA employer contribution

FSA options

Disability Insurance

Life and AD&D Insurance

EAP

401(k) matching

Career growth opportunities

Team engagement activities

Job summary

Concord is seeking a Genesys WFM & Reporting Analyst to support a major transition of a Member Engagement contact center to Genesys Cloud CX. You will own workforce management configuration and the critical reporting that informs staffing, SLAs, and member experience.

Ideal candidates bring hands-on Genesys WFM, strong reporting skills (Power BI, dashboards), and capability to audit data using Power Automate/Power Query.

Qualifications

• Hands-on experience with Genesys Workforce Management (forecasting, scheduling, adherence).
• Strong Genesys reporting experience: building performance views, dashboards, and scheduled reports.
• Experience using Power Automate and/or Power Query for data auditing, OR strong Power BI reporting experience using Genesys data.
• Able to work independently with operations stakeholders and explain data clearly to non-technical audiences.

Responsibilities

• Configure and maintain Genesys Workforce Management: forecasting, scheduling, adherence, and intraday management.
• Build and maintain Genesys reporting (performance views, dashboards, and scheduled reports) for Member Engagement leadership and operations.
• Support the migration from the legacy platform, including validating that WFM and reporting data carries over accurately.
• Audit WFM and reporting data using Power Automate and Power Query, or build Power BI reporting on top of Genesys data.
• Partner with operations leaders to translate staffing and service-level needs into WFM settings and reports.
• Spot and resolve data discrepancies, and document processes and report definitions.

Skills

Genesys WFM

Genesys reporting

Power Automate

Power Query

Power BI

Stakeholder comms

Healthcare exp

Verint WFM

Migration exp

Job description

Location: Remote, US only. Must work Eastern Time business hours.
Employment Type/Duration: Long-term contract. Possibility of extension.
Compensation: $45/hr - $48/hr W-2 Hourly or $55/hr - $58/hr C2C. Compensation will be determined based on relevant experience, skills, and overall qualifications.
Requirements: Must be authorized to work legally in the US without sponsorship, now or in the future.

About Us

Concord isn't your typical consulting firm; we're an execution company. We help organizations move technology and AI initiatives from concept to measurable capability, working alongside our clients from the initial definition of success through full implementation and adoption.

Our team brings expertise across artificial intelligence and data, digital experience, and platform engineering, enabling the organizations we serve to build lasting internal capability. We operate as a global team, with a presence across the United States, Latin America, Europe, and India, giving our clients access to specialized talent and continuous coverage across time zones.

About the Role

Our client is moving its Member Engagement contact center from a legacy customer service platform to Genesys Cloud CX. We're looking for a Genesys WFM & Reporting Analyst to support that transition. You'll own workforce management configuration and the reporting the team relies on during and after the migration. You'll work closely with Member Engagement leadership and operations, and your reporting will directly shape staffing, service levels, and member experience.

What You Will Be Doing

• Configure and maintain Genesys Workforce Management: forecasting, scheduling, adherence, and intraday management.
• Build and maintain Genesys reporting (performance views, dashboards, and scheduled reports) for Member Engagement leadership and operations.
• Support the migration from the legacy platform, including validating that WFM and reporting data carries over accurately.
• Audit WFM and reporting data using Power Automate and Power Query, or build Power BI reporting on top of Genesys data.
• Partner with operations leaders to translate staffing and service-level needs into WFM settings and reports.
• Spot and resolve data discrepancies, and document processes and report definitions.

WhatWeAreLookingFor

• Hands-on experience with Genesys Workforce Management (forecasting, scheduling, adherence).
• Strong Genesys reporting experience: building performance views, dashboards, and scheduled reports.
• Experience using Power Automate and/or Power Query for data auditing, OR strong Power BI reporting experience using Genesys data.
• Able to work independently with operations stakeholders and explain data clearly to non-technical audiences.
• Contact center or customer service operations background is a plus.
• Prior experience with Verint WFM or a contact center platform migration is a plus.
• Healthcare or health insurance experience is a plus.

What We Offer (W2 Employment)

• Health, Dental, and Vision Insurance: Comprehensive coverage to support your overall well-being.
• Employer Contributions to Health Savings Accounts (HSA): For employees enrolled in High Deductible Health Plans, Concord contributes toward your HSA.
• Flexible Spending Accounts (FSA): Options for healthcare and dependent care expenses.
• Disability Insurance: Short-term (up to 12 weeks) and long-term coverage, fully paid by the employer.
• Life and AD&D Insurance: Employer-provided coverage with options for additional voluntary coverage.
• Employee Assistance Program (EAP): Support for legal, financial, and personal challenges.
• 401(k) Retirement Savings: 1% employer match.
• Career Growth Opportunities: Pathways for advancement and skill development.
• Team Engagement Activities: Regular team-building events and company-sponsored activities to foster collaboration and connection.

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Concord is an execution partner helping organizations drive digital transformation, modernization, and scalable technology solutions. We deliver results that solve real business challenges. We operate globally and are growing fast, shaping the future of technology. Join a team trusted by top companies to drive strategic growth and operational excellence!