Genesys Cloud Workforce Optimization Analyst in Miami, Florida at Miami, Florida

CTG is seeking to fill a Genesys Cloud Workforce Optimization Analyst position for our client.

Location: Kansas City, MO or Miami, FL – Onsite

Duration: 6 months with possible extension

Duties:

• Support operational execution within the Genesys Cloud CCaaS environment.
• Utilize Genesys Command Center capabilities to support contact center operations.
• Build, maintain, and enhance metric and data analytics dashboards.
• Develop, configure, and support IVR functionality.
• Configure and maintain Skills-Based Routing and agent profiles.
• Support workforce optimization activities, including workforce management and quality assurance.
• Create and maintain documentation covering Genesys Cloud processes, configurations, and operational procedures.
• Develop training materials to enable operational staff to assume ongoing ownership and maintenance of Genesys Cloud functions.
• Collaborate with operational teams to support knowledge transfer and transition of Genesys Cloud capabilities.
• Analyze contact center metrics and operational data to identify trends and support performance improvements.
• Assist with troubleshooting, configuration changes, and ongoing optimization of Genesys Cloud capabilities.

Skills:

• Genesys Cloud CCaaS
• Genesys Command Center
• Contact Center Operations
• Workforce Optimization
• Workforce Management
• Quality Assurance
• Data and Metrics Analytics
• Dashboard Development
• IVR Development
• Skills-Based Routing
• Agent Profile Configuration
• Operational Documentation
• Training and Knowledge Transfer
• Strong analytical and problem-solving skills
• Excellent communication and collaboration skills

Experience:

• 2–5 years of experience working with Genesys technologies.
• Hands-on experience with Genesys Cloud CCaaS operational execution.
• Experience with Genesys Command Center.
• Experience building and maintaining metric and data analytics dashboards.
• Experience developing and supporting IVR functionality.
• Experience configuring Skills-Based Routing and agent profiles.
• Experience supporting workforce optimization functions, including workforce management and quality assurance.
• Demonstrated ability to create clear technical and operational documentation.
• Experience developing training materials and facilitating knowledge transfer to operational teams.

Education:

• Bachelor's degree in Information Technology, Computer Science, Business, or a related field preferred.
• Equivalent combination of education and relevant experience may be considered.

Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee based recruitment services for this role.

To Apply:

To be considered, please apply directly to this requisition using the link provided. Kindly forward this to any other interested parties. Thank you!