20 часов назад
Genesys WFM/Dialer Manager (Genesys)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Genesys WFM/Dialer Manager (Genesys): Administering Genesys Cloud CX, WFM, outbound dialing, and multichannel campaign operations with an accent on forecasting, compliance, platform reliability, and AI-enabled initiatives. Focus on optimizing blended contact center performance, transitioning AI solutions into high-volume production, and leading analysts responsible for contact strategies and workforce engagement management.
Location: Remote
Company
provides auto lending and financial services focused on expanding access to financial opportunity.
What you will do
- Administer and maintain the Genesys Cloud CX platform, including users, roles, skills, queues, permissions, and configurations.
- Configure and optimize outbound dialers, multichannel campaigns, pacing, compliance settings, and contact-list imports.
- Lead workforce management activities covering forecasting, scheduling, intraday management, adherence tracking, shrinkage monitoring, and staffing optimization.
- Monitor blended inbound and outbound contact center performance and translate operational data into strategic recommendations.
- Partner with Operations, Product, IT, and Leadership on platform enhancements, UAT, process documentation, and AI-enabled initiatives.
- Establish and lead an analyst team responsible for contact strategies, outbound campaign management, WEM, and Genesys administration.
Requirements
- 3–5 years of experience administering the Genesys Cloud CX platform.
- Experience configuring and maintaining Genesys WFM and outbound dialing modules.
- Strong understanding of contact center forecasting, scheduling logic, and real-time adherence tracking.
- Experience moving AI-driven solutions from pilot stages into stabilized, high-volume production environments.
- Working knowledge of TCPA, FDCPA, STIR/SHAKEN, and other outbound-calling compliance requirements.
- Proficiency in Google Sheets or Microsoft Excel, with the ability to convert data into actionable recommendations.
Nice to have
- Experience in auto lending or financial services.
- Genesys Cloud CX Professional or Specialist certification.
Culture & Benefits
- Remote full-time work in a fast-paced, high-volume environment.
- Culture centered on diversity, compassion, simplicity, honesty, and transparency.
- Opportunity to work on initiatives that improve access to financial services.
- Pre-employment background check conducted after offer acceptance.
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