Genesys Workforce Management (WFM) SME

Job ID: 112035
Location: Atlanta, Georgia  [Remote]
Category: Infrastructure
Employment Type: Contract
Date Added: 02/12/2026
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Join our team as a Genesys Workforce Management (WFM) Subject Matter Expert, where you will lead the design, implementation, and Optimization of workforce management solutions tailored for contact center operations. This role offers an exciting opportunity to influence operational efficiency, enhance employee engagement, and optimize resource planning through advanced WFM techniques and system integrations.

Key Responsibilities:

  • Development & Implementation: Lead the creation of comprehensive guides and strategic approaches for WFM solutions, overseeing end-to-end implementation to ensure seamless integration with contact center workflows.
  • Employee Flexibility Tools: Design and deploy tools that empower employees, such as flexible scheduling, time-off requests, and performance feedback mechanisms, to boost engagement and job satisfaction.
  • Forecasting & Planning: Develop precise staffing forecasts that accurately predict contact volumes and handle times, accounting for diverse agent skills and levels to ensure optimal coverage.
  • Scheduling & Optimization: Create and manage optimal agent schedules that align with operational goals, while balancing workload demands and agent availability.
  • Real-Time Monitoring: Actively monitor real-time adherence and intraday variations, making swift adjustments to staffing and schedules to maintain service levels.
  • System Integration: Integrate WFM modules with Genesys platform components and other systems to streamline operations and enhance workforce visibility across the organization.
  • Performance Analysis: Leverage WFM tools to track agent performance, ensuring adherence to service-level agreements (SLAs) and continuous improvement.

Qualifications:

  • Bachelor's degree in a related field
  • Minimum of 10 years of professional experience in contact center operations, IT, telecom, or related areas
  • At least 5 years of specialized experience working with Genesys WFM solutions or similar workforce management platforms

Publishing Pay Range: $55.00 – $60.00 USD Hourly

About GDH:
At GDH, we believe in the power of people and the importance of caring. Our culture statement, “We care about people,” isn’t just a tagline – it’s the core of everything we do. GDH is a premier staffing and talent solutions company dedicated to helping businesses find the best talent and assisting job seekers in finding their dream jobs.

Who We Are:
GDH, founded in 2001, has grown into a leader in providing staffing solutions across various industries. We specialize in IT across several sectors, connecting top talent with leading enterprises. As a Best of Staffing firm recognized for excellence in client, employee, talent, and women’s services, we pride ourselves on our commitment to quality and service.

GDH Benefits

GDH offers a range of employee benefits that are designed to promote well-being and help maintain a healthy work-life balance. These comprehensive benefits cover various aspects of an employee’s life and aim to enhance their overall experience with the company. Our health benefits include three medical insurance options with access to KISx Card, Zero Card, and HealthJoy concierge services. Other plan offerings include dental, vision, life, disability, supplemental insurance, and pet insurance plans. Enjoy additional perks like holiday pay, 401(k) plan, direct deposit, an employee referral program, work-life balance benefits, a Wellbeats membership, a discounted gym membership program, and more!  For more detailed information on benefits, please go to GDH’s website under the tab for candidates.

GDH provides equal employment opportunities (EEO) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, gender, sex (including pregnancy), sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, ancestry, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable federal, state, and local laws. Applicants with disabilities who require an accommodation or assistance in applying and/or for interviewing, please contact our HR Department.

Please visit our notice of collection for California applicants.

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