Genesys Workforce Management (WFM) Consultant

Concord USAMultiple Cities/States, MN

$45 - $48 / hour

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Overview

Career level

Senior-level

Remote

Compensation

$45-$48/hour

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Job Description

Location: Remote, US only. Must work Eastern Time business hours.Employment Type/Duration: Long-term contract. Possibility of extension.Compensation: $45/hr - $48/hr W-2 Hourly or $55/hr - $58/hr C2C. Compensation will be determined based on relevant experience, skills, and overall qualifications.Requirements: Must be authorized to work legally in the US without sponsorship, now or in the future.About Us

Concord isn't your typical consulting firm; we're an execution company. We help organizations move technology and AI initiatives from concept to measurable capability, working alongside our clients from the initial definition of success through full implementation and adoption.Our team brings expertise across artificial intelligence and data, digital experience, and platform engineering, enabling the organizations we serve to build lasting internal capability. We operate as a global team, with a presence across the United States, Latin America, Europe, and India, giving our clients access to specialized talent and continuous coverage across time zones.About the Role

Our client is moving its Member Engagement contact center from a legacy customer service platform to Genesys Cloud CX. We're looking for a Genesys WFM & Reporting Analyst to support that transition. You'll own workforce management configuration and the reporting the team relies on during and after the migration. You'll work closely with Member Engagement leadership and operations, and your reporting will directly shape staffing, service levels, and member experience.What You Will Be Doing

Configure and maintain Genesys Workforce Management: forecasting, scheduling, adherence, and intraday management.
Build and maintain Genesys reporting (performance views, dashboards, and scheduled reports) for Member Engagement leadership and operations.
Support the migration from the legacy platform, including validating that WFM and reporting data carries over accurately.
Audit WFM and reporting data using Power Automate and Power Query, or build Power BI reporting on top of Genesys data.
Partner with operations leaders to translate staffing and service-level needs into WFM settings and reports.
Spot and resolve data discrepancies, and document processes and report definitions.

What We Are Looking For

Hands-on experience with Genesys Workforce Management (forecasting, scheduling, adherence).
Strong Genesys reporting experience: building performance views, dashboards, and scheduled reports.
Experience using Power Automate and/or Power Query for data auditing, OR strong Power BI reporting experience using Genesys data.
Able to work independently with operations stakeholders and explain data clearly to non-technical audiences.
Contact center or customer service operations background is a plus.
Prior experience with Verint WFM or a contact center platform migration is a plus.
Healthcare or health insurance experience is a plus.

What We Offer (W2 Employment)

Health, Dental, and Vision Insurance: Comprehensive coverage to support your overall well-being.
Employer Contributions to Health Savings Accounts (HSA): For employees enrolled in High Deductible Health Plans, Concord contributes toward your HSA.
Flexible Spending Accounts (FSA): Options for healthcare and dependent care expenses.
Disability Insurance: Short-term (up to 12 weeks) and long-term coverage, fully paid by the employer.
Life and AD&D Insurance: Employer-provided coverage with options for additional voluntary coverage.
Employee Assistance Program (EAP): Support for legal, financial, and personal challenges.
401(k) Retirement Savings: 1% employer match.
Career Growth Opportunities: Pathways for advancement and skill development.
Team Engagement Activities: Regular team-building events and company-sponsored activities to foster collaboration and connection.

Concord is an execution partner helping organizations drive digital transformation, modernization, and scalable technology solutions. We deliver results that solve real business challenges. We operate globally and are growing fast, shaping the future of technology. Join a team trusted by top companies to drive strategic growth and operational excellence!

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FAQs About Genesys Workforce Management (WFM) Consultant Jobs at Concord USA

What is the work location for this position at Concord USA?

This job at Concord USA is located in Multiple Cities/States, MN, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.

What pay range can candidates expect for this role at Concord USA?

Candidates can expect a pay range of $45–$48 per hour for this role.

What employment applies to this position at Concord USA?

The employer has not provided this information. This may be discussed during the hiring process.

What experience level is required for this role at Concord USA?

Concord USA is looking for a candidate with "Senior-level" experience level.

Does Concord USA allow remote work for this role?

Yes, this position at Concord USA supports remote work, giving candidates the flexibility to work outside the primary office location.

What benefits are offered by Concord USA for this role?

Concord USA offers following benefits: Health Insurance, Dental Insurance, Vision Insurance, Disability Insurance, Life Insurance, Family/Dependent Health, Career Development, 401k Matching/Retirement Savings, and Health & Wellness Programs for this position. Actual benefits may vary depending on the employer's policies and employment terms.

What is the process to apply for this position at Concord USA?

You can apply for this role at Concord USA either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.