About the role

Genesys Cloud WFM Engineer focusing on configuring, extending, and integrating WFM capabilities. Implementing automation and customization for scalable workforce operations in a global IT services company.

Responsibilities

Design and implement advanced Genesys Cloud WFM configurations, including forecasting, scheduling logic, and real-time adherence with a focus on scalability and automation
Develop and maintain custom integrations using Genesys Cloud APIs, web services, and external systems (e.g., HRIS, BI tools, ticketing systems)
Build automation solutions for WFM processes (e.g., schedule optimization, reporting pipelines, data synchronization)
Configure and optimize data flows and event-driven processes within Genesys Cloud ecosystem
Collaborate with engineering and architecture teams to define technical solutions and integration patterns
Participate in end-to-end implementation lifecycle, including design, development, testing, and deployment
Troubleshoot and resolve complex technical issues related to WFM configurations and integrations

5+ years of experience in contact center environments with a strong technical / system configuration focus
Hands-on experience with Genesys Cloud WFM, including configuration and platform capabilities
Experience working with Genesys Cloud APIs, SDKs, or similar integration frameworks
Strong understanding of REST APIs, JSON, webhooks, and system integrations
Experience with scripting or programming (e.g., JavaScript, Python, or similar)
Experience designing or supporting WFM-related data models and reporting pipelines
Familiarity with other WFM platforms such as NICE, Verint, or Alvaria is a plus
Strong analytical and problem-solving skills with a system-oriented mindset
Upper-Intermediate English or higher

Culture of relentless performance : join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
Competitive pay and benefits : enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
ForeverRemote work culture : make the most of the flexibility that comes with remote work.
Growth mindset : reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
Global impact : collaborate on impactful projects for top global clients and shape the future of industries.
Welcoming multicultural environment : be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
Social sustainability values : join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.