Responsibilities
- Design and deploy scalable Genesys Cloud WFM configurations, emphasizing forecasting, scheduling logic, and real-time adherence with automation-first principles
- Create and support custom integrations leveraging Genesys Cloud APIs and web services to connect with external platforms such as HRIS, BI tools, and ticketing systems
- Develop automated workflows to enhance WFM operations, including schedule optimization, reporting workflows, and data sync processes
- Set up and refine data pipelines and event-based automation within the Genesys Cloud environment
- Work closely with engineering and architecture teams to establish technical designs and integration strategies
- Engage in the full implementation lifecycle, covering solution design, coding, testing, and production deployment
- Diagnose and resolve intricate technical challenges tied to WFM setups and system integrations
