WFM Systems Specialist (Genesys & TTEC Aria WFM Adapter)

Required Qualifications
• 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).

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