Senior Manager – Genesys Cloud Workforce Management
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Job Description
Senior Manager overseeing Genesys Cloud platform engineering and workforce management operations at ComPsych. Leading design, optimization, and governance while driving workforce management strategy and analytics initiatives.
Responsibilities:
- Lead, coach, and develop a team of WFM analysts, schedulers, real-time analysts, and telephony specialists.
- Establish clear performance expectations, career development plans, and ongoing coaching practices.
- Build forecasting and capacity planning models across all contact center channels to support staffing and SLA performance.
- Monitor and improve forecasting accuracy, staffing efficiency, adherence, occupancy, and service level performance.
- Lead post-mortem reviews for forecast variances, staffing events, and operational disruptions, implementing corrective actions and process improvements.
- Maintain WFM dashboards and reporting cadences, delivering actionable insights to senior leadership.
- Own the Genesys Cloud platform strategy, roadmap, configuration, and optimization across all supported business units and regions.
- Design and maintain complex contact center routing strategies including IVR flows, omnichannel routing, skills-based routing, priority queues, overflow logic, and callback solutions.
- Troubleshoot escalated telephony and queue configuration issues while serving as the internal subject matter expert for Genesys.
- Establish governance standards, change management processes, SOPs, and technical documentation for all platform changes.
- Manage integrations between Genesys and third-party systems to ensure data integrity and operational continuity.
- Deploy and optimize AI-driven capabilities including predictive routing, agent assist, voicebots, sentiment analysis, and auto-summarization.
- Lead self-service and automation initiatives that improve containment rates, reduce live agent demand, and enhance customer experience.
- Monitor emerging CCaaS and AI technologies, developing business cases and recommendations for future investments.
- Ensure accurate integration of telephony data into forecasting, scheduling, adherence, and analytics platforms.
- Translate platform capabilities into operational improvements for scheduling, workforce planning, and employee engagement.
- Own the strategy, configuration, and optimization of the Centrical platform for coaching, gamification, and agent engagement.
- Establish governance standards and best practices for performance management and coaching workflows.
- Evaluate and implement new platform capabilities that improve employee engagement and operational outcomes.
- Partner with Operations, HR, IT, Finance, Product, Analytics, and Compliance teams on workforce strategy and contact center technology initiatives.
- Communicate technical and operational insights effectively to executive and non-technical stakeholders.
- Represent the function in enterprise modernization and operating model transformation initiatives.
- Build and maintain strategic vendor relationships with Genesys, Centrical, and related technology partners.
- Other duties as required.
Requirements:
- Bachelor’s degree required, preferably in Workforce Management, Operations, Information Systems, Business, or a related field; Master’s degree preferred.
- 5+ years of leadership or management experience required.
- 7+ years of experience in service delivery or workforce management roles within high-volume contact center environments preferred.
- Strong knowledge of FMLA, ADA, state leave laws, disability programs, and regulatory compliance requirements.
- Demonstrated success leading complex, cross-functional initiatives in regulated, fast-paced, and highly complex environments.
- Proven ability to lead teams, manage escalations, and deliver results under pressure.
- Deep hands-on expertise with Genesys Cloud configuration, routing, IVR design, omnichannel operations, and platform integrations.
- Strong experience in workforce management disciplines including forecasting, scheduling, real-time management, and capacity planning.
- Experience implementing AI-enabled contact center technologies and automation solutions.
- Strong analytical, problem-solving, and stakeholder management capabilities.
- Proven ability to translate technical solutions into measurable operational outcomes.
- Experience with Centrical or similar employee engagement and performance management platforms preferred.
- Excellent verbal and written communication skills with the ability to present effectively to technical and non-technical audiences.
- Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
- Self-starter with the ability to manage multiple priorities, work independently, and adapt in a dynamic environment.
- Strong organizational, decision-making, and critical thinking skills.
Benefits:
- Full benefits package, including Paid Time Off (PTO)
- Medical, dental, vision
- 401(k) with match
- Robust EAP
- Wellness program
- And much more
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