Excelon Solutions
Genesys Cloud Consultant
⭐ - Featured Role | Apply direct with Data Freelance Hub
This role is for a Genesys Cloud Consultant, offering a contract of "length" at a pay rate of "rate". Requires 5+ years in Workforce Management, hands-on Genesys experience, proficiency in WFM platforms, and strong forecasting skills.
🌎 - Country
United States
💱 - Currency
$ USD
-
💰 - Day rate
Unknown
-
🗓️ - Date
December 20, 2025
🕒 - Duration
Unknown
-
🏝️ - Location
Unknown
-
📄 - Contract
Unknown
-
🔒 - Security
Unknown
-
📍 - Location detailed
United States
-
🧠 - Skills detailed
#Automation #"ETL (Extract #Transform #Load)" #Visualization #Forecasting #Tableau #SQL (Structured Query Language) #Data Integration #BI (Business Intelligence) #Strategy #Scripting #Cloud #Microsoft Power BI #Python
Role description
• 5+ years in Workforce Management within contact centers (multi-skill, omnichannel preferred).
• Hands-on experience with Genesys (Cloud CX or Engage) and TTEC (Aria) WFM Adapter integration/configuration.
• Proficiency with WFM platforms (e.g., Genesys WEM/WFM, NICE, Verint, Calabrio) and RTA tools.
• Strong skills in forecasting & scheduling methodologies (interval-based planning, Erlang/C, shrinkage modeling).
• Experience with APIs/ETL/data integration; comfortable with SQL and data validation.
• Advanced Excel; experience with BI tools (Power BI/Tableau) for WFM reporting and visualization.
• Clear communicator able to interface with operations, IT/telephony, and executive stakeholders.
• Solid understanding of contact center metrics and drivers (SLA, occupancy, service levels, abandonment, AHT).
Preferred Skills
• Experience with Genesys Cloud CX Architect routing, WEM configuration, and agent/skill management.
• Scripting for automation (Python or PowerShell) to streamline report generation and data prep.
• Knowledge of intraday optimization, multi-skill blending, and multi-channel (voice, chat, email, social) WFM.
• Exposure to capacity planning, budgeting, and long-term workforce strategy.
• Familiarity with change management, release planning, and Incident/Problem Management practices (ITIL).
• 5+ years in Workforce Management within contact centers (multi-skill, omnichannel preferred).
• Hands-on experience with Genesys (Cloud CX or Engage) and TTEC (Aria) WFM Adapter integration/configuration.
• Proficiency with WFM platforms (e.g., Genesys WEM/WFM, NICE, Verint, Calabrio) and RTA tools.
• Strong skills in forecasting & scheduling methodologies (interval-based planning, Erlang/C, shrinkage modeling).
• Experience with APIs/ETL/data integration; comfortable with SQL and data validation.
• Advanced Excel; experience with BI tools (Power BI/Tableau) for WFM reporting and visualization.
• Clear communicator able to interface with operations, IT/telephony, and executive stakeholders.
• Solid understanding of contact center metrics and drivers (SLA, occupancy, service levels, abandonment, AHT).
Preferred Skills
• Experience with Genesys Cloud CX Architect routing, WEM configuration, and agent/skill management.
• Scripting for automation (Python or PowerShell) to streamline report generation and data prep.
• Knowledge of intraday optimization, multi-skill blending, and multi-channel (voice, chat, email, social) WFM.
• Exposure to capacity planning, budgeting, and long-term workforce strategy.
• Familiarity with change management, release planning, and Incident/Problem Management practices (ITIL).
