{"id":338887,"url":"https://alion.io/job/lendbuzz-genesys-wfmdialer-manager","title":"Genesys WFM/Dialer Manager","company":{"id":6912,"name":"Lendbuzz","domain":"lendbuzz.com","url":"https://alion.io/company/lendbuzz","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"A","score":94,"open_postings":60,"ghost_share":0.017,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":285,"computed_at":"2026-09-25T05:45:01Z"}},"role":"HR","role_family":"HR","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":90000,"max":100000,"currency":"USD","period":"year","gross":null,"usd_annual":100000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"GCP","optional":false},{"name":"Google Sheets","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-02-20T14:26:02Z","employer_posted_date":"2026-02-20","last_verified_at":"2026-09-25T22:04:34Z","board_verified":true,"closed_at":null,"days_open":217,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":216},"description":"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.\nKey Responsibilities\nAdminister and maintain the Genesys CX Cloud platform, including users, roles, skills, queues, permissions, and system configurations.\n\nServe as the first line of defense for platform issues, managing tickets and escalations with Genesys Support when necessary.\n\nPartner with the Product Team to define flow requirements and perform thorough UAT to ensure operational readiness for continued strategic developments.\n\nOwn dialer configuration, multi-channel campaign management, pacing, and compliance settings.\n\nExecute and optimize multi-channel campaigns (voice, digital, AI) to ensure operational performance aligns with strategic business initiatives.\n\nOptimize contact center performance in a blended environment to ensure achievement of both inbound and outbound KPIs.\n\nOversee the automated and manual importing of contact lists, ensuring data integrity and correct mapping of contact information.\n\nTranslate contact center data into actionable insights and strategic recommendations.\n\nEnsure adherence to regulatory and compliance guidelines related to outbound calling.\n\nLead workforce management (WFM) configuration and optimization, including forecasting, scheduling, intraday management, and adherence tracking.\n\nActively monitor real-time adherence and shrinkage, partnering with operations supervisors to correct issues and adjusting for optimal output and SLA performance.\n\nDevelop and maintain multi-channel forecasts using Genesys Cloud WEM tools to predict volume and appropriate staffing levels.\n\nDocument contact center processes and changes to maintain operational transparency and continuity.\n\nCollaborate 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.\n\nEstablish and lead a team of analysts overseeing contact strategies and outbound campaign Management, Workforce Engagement Management (WEM) and general Genesys administration.\n\nKey Requirements\n3-5 years of experience administering the Genesys Cloud CX platform.\n\nDemonstrated experience configuring and maintaining Genesys WFM and Outbound Dialing modules.\n\nStrong understanding of contact center forecasting, scheduling logic, and real-time adherence tracking.\n\nProven track record of transitioning AI-driven solutions from initial pilot to stabilized, high-volume production environments.\n\nWorking knowledge of compliance and regulatory protocols (TCPA, FDCPA, STIR/SHAKEN, etc.)\n\nProficiency in Google Sheets and/or MS Excel and advanced ability to translate data into actionable and strategic recommendations.\n\nDetail-oriented with strong organizational and problem-solving skills.\n\nExcellent communication and collaboration skills.\n\nPreferred: Experience in the auto lending industry or financial services.\n\nPreferred: Genesys Cloud CX Professional (GCP) or Specialist certifications.\n\nThe Ideal Candidate Will Have:\nOutstanding organizational skills\n\nExcellent written and verbal communication skills\n\nHigh level of integrity\n\nStrong sense of teamwork, yet able to work independently\n\nSelf-motivated and able to work with minimal supervision\n\nWorks well in fast pace, high-volume environment\n\nExcited by the idea of constant change","description_format":"text","description_chars":3909,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Leasing, Auto & Equipment Finance"],"lifecycle":[{"event":"open","at":"2026-09-05T17:56:40Z"}],"liveness":{"score":54,"band":"ok","label":"Likely open","p_open":1,"p_active":0.903,"p_room":0.6,"age_days":216,"expected_fill_days":285,"reasons":["conf:0","velocity","win:late","crowd:"],"computed_at":"2026-09-25T05:45:01Z"},"pay":{"stated_usd_annual":100000,"is_top_pay":true},"html_url":"https://alion.io/job/lendbuzz-genesys-wfmdialer-manager","json_url":"https://alion.io/job/lendbuzz-genesys-wfmdialer-manager.json","meta":{"generated_at":"2026-09-26T00:15:28Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":177,"day_limit":5000,"remaining_today":4823,"minute_limit":60,"resets_at":"2026-09-27T00:00:00Z"}}}