Genesys WFM/Dialer Manager

We are looking for a Genesys WFM/Dialer Manager for our Operations team. This person will be responsible for configuring, managing, and optimizing the Genesys Cloud CX platform to support a high-volume, blended contact center environment. This role ensures efficient call routing and workforce scheduling, monitors real-time performance and adherence, and maintains strict regulatory compliance for all outbound activities. You will collaborate with Operations, Product and IT teams to implement strategic campaign enhancements, perform critical UAT, and translate platform data into results that drive operational excellence.

Key Responsibilities

• Administer and maintain the Genesys CX Cloud platform, including users, roles, skills, queues, permissions, and system configurations.

• Serve as the first line of defense for platform issues, managing tickets and escalations with Genesys Support when necessary.

• Partner with the Product Team to define flow requirements and perform thorough UAT to ensure operational readiness for continued strategic developments.

• Own dialer configuration, multi-channel campaign management, pacing, and compliance settings.

• Execute and optimize multi-channel campaigns (voice, digital, AI) to ensure operational performance aligns with strategic business initiatives.

• Optimize contact center performance in a blended environment to ensure achievement of both inbound and outbound KPIs.

• Oversee the automated and manual importing of contact lists, ensuring data integrity and correct mapping of contact information.

• Translate contact center data into actionable insights and strategic recommendations.

• Ensure adherence to regulatory and compliance guidelines related to outbound calling.

• Lead workforce management (WFM) configuration and optimization, including forecasting, scheduling, intraday management, and adherence tracking.

• Actively monitor real-time adherence and shrinkage, partnering with operations supervisors to correct issues and adjusting for optimal output and SLA performance.

• Develop and maintain multi-channel forecasts using Genesys Cloud WEM tools to predict volume and appropriate staffing levels.

• Document contact center processes and changes to maintain operational transparency and continuity.

• Collaborate with Operations, Product, IT and Leadership teams on platform enhancements, system changes, and continuous strategic improvement initiatives with special focus on use of AI-enabled initiatives.

• Establish and lead a team of analysts overseeing contact strategies and outbound campaign Management, Workforce Engagement Management (WEM) and general Genesys administration.

Key Requirements

• 3-5 years of experience administering the Genesys Cloud CX platform.

• Demonstrated experience configuring and maintaining Genesys WFM and Outbound Dialing modules.

• Strong understanding of contact center forecasting, scheduling logic, and real-time adherence tracking.

• Proven track record of transitioning AI-driven solutions from initial pilot to stabilized, high-volume production environments.

• Working knowledge of compliance and regulatory protocols (TCPA, FDCPA, STIR/SHAKEN, etc.)

• Proficiency in Google Sheets and/or MS Excel and advanced ability to translate data into actionable and strategic recommendations.

• Detail-oriented with strong organizational and problem-solving skills.

• Excellent communication and collaboration skills.

• Preferred: Experience in the auto lending industry or financial services.

• Preferred: Genesys Cloud CX Professional (GCP) or Specialist certifications.

The Ideal Candidate Will Have:

• Outstanding organizational skills

• Excellent written and verbal communication skills

• High level of integrity

• Strong sense of teamwork, yet able to work independently

• Self-motivated and able to work with minimal supervision

• Works well in fast pace, high-volume environment

• Excited by the idea of constant change