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.