Remote Genesys WFM & Reporting Consultant

Concord USA

Oregon

Hybrid

USD 62,000 - 80,000

Full time

8 days ago

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Benefits offered by this job

Health insurance

HSA contributions

FSA

Disability insurance

Life and AD&D Insurance

EAP

401(k) match

Career growth opportunities

Team engagement activities

Job summary

Concord USA is seeking a Genesys WFM & Reporting Analyst to support migrating a Member Engagement contact center to Genesys Cloud CX. Remote in the US, you will work during Eastern Time business hours.

You'll own workforce management configuration and the reporting used during and after the migration, collaborating with operations leaders to align staffing with service levels. Proficiency in Genesys, Power BI, and Power Automate/Power Query is required.

Qualifications

Must have 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/Power Query for data auditing, OR strong Power BI reporting 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).
Support migration from the legacy platform; validate WFM and reporting data carry 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.