Genesys Cloud WFM Specialist

Genesys Cloud WFM Specialist

Paying between £60,000-70,000 depending on experience. Remote based. Leading CCaaS Provider

A market‑leading Contact Centre as a Service provider is expanding its Professional Services function and is seeking an accomplished Genesys Cloud WFM Specialist. This is an excellent opportunity to shape large‑scale workforce management transformations for major enterprise clients while working with one of the most innovative platforms in the industry.

Key Responsibilities

• Lead end‑to‑end WFM workstreams within complex Genesys Cloud implementations.
• Facilitate high‑quality workshops with operational, technical, and senior stakeholder groups.
• Translate business requirements into robust, scalable WFM solution designs.
• Configure, optimise, and deploy Genesys Cloud WFM capabilities across enterprise environments.
• Provide expert guidance on forecasting, scheduling, intraday management, and long‑term planning.
• Support change management, user adoption, and post‑deployment optimisation.
• Work collaboratively with solution architects, project managers, and customer teams to ensure successful delivery.

Experience required:

• Significant hands‑on experience with Genesys Cloud WFM in enterprise‑scale implementations.
• Proven ability to run workshops, gather requirements, and influence senior stakeholders.
• Strong understanding of contact centre operations and WFM best practice.
• Confident in designing and delivering complex WFM solutions.
• Excellent communication skills with a consultative, customer‑focused approach.
• Passionate about delivering high‑quality outcomes and driving operational improvement.

Must be eligible for SC clearance.

Must be based in the UK.

Remote based.

Paying between £60,000-£70,000, depending on experience.