- Responsible for setting up and configuring the WFM system according to our clients’ business needs. This includes setting up user roles, permissions, and access levels.
- Collaborate with OSC to manage user accounts, including adding and removing users, resetting passwords, and managing user permissions and access.
- Onboarding of new team members in Genesys systems
- Review and Process change request for making changes or creating new Pulse dashboards.
- Serve as internal support liaison for Genesys system upgrades and testing.
- Maintaining configuration for exceptions, time off, scheduled state groups, etc.
- Collaborating with CCTS to update VQ configurations for Pulse.
- Serve as the first line of technical support for any issues users may encounter.
- Continuously monitor and evaluate the effectiveness of the WFM system, suggest and implement improvements as needed. This could include introducing new features, streamlining processes, or enhancing user experience.
- Ensures that the use of the WFM system complies with all relevant policies, laws, and regulations. This may include data privacy regulations, labor laws, and internal company policies.
- Ensure the integrity of data within the system, including importing and exporting data, and setting up and managing integrations with other systems.
- Provide training and support to users, helping them understand how to use the system effectively.
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.
