WFM Systems Specialist (Genesys & TTEC Aria WFM Adapter) : Louisville, KY, USA (Onsite/Hybrid)

Job Title: WFM Systems Specialist (Genesys & TTEC Aria WFM Adapter)

Location: Louisville, KY, USA (Onsite/Hybrid)

Experience: 5+ years

Employment: Contract

 

 

About the Role

We’re seeking a Workforce Management (WFM) Systems Specialist with deep hands-on experience integrating and operating Genesys platforms and the TTEC (Aria) WFM Adapter. You will own end-to-end WFM processes—forecasting, scheduling, real-time adherence, reporting, and optimization—across multi-site/multi-queue contact center operations. The ideal candidate blends technical integration skills with WFM domain expertise and strong business acumen.

 

Key Responsibilities:

•           WFM Operations

o          Build and maintain short/medium/long-term forecasts using historical trends, seasonality, and business input.

o          Generate optimized agent schedules (intra-day, weekly, monthly) ensuring coverage for skills, channels, and service windows.

o          Drive Real-Time Adherence (RTA): monitor intraday performance, manage skilling/time-offs, and execute rapid staffing adjustments.

o          Track & improve KPIs: SLA, ASA, AHT, Abandonment, Occupancy, Shrinkage, Utilization, Service Levels.

•           Systems & Integration

o          Configure and support TTEC (Aria) WFM Adapter with Genesys (Cloud/Engage/Multicloud as applicable).

o          Partner with IT/Telephony to implement/maintain routing, agent profiles, skills, queues, and WEM/WFM data flows.

o          Build/maintain data pipelines and ETL for WFM data (system logs, adherence feeds, interval stats).

o          Automate data extracts & reports (APIs, scheduled jobs), ensuring high data fidelity and timeliness.

•           Analytics & Reporting

o          Produce daily/weekly/monthly WFM dashboards (forecast vs. actual, staffing plans, adherence, performance trends).

o          Identify drivers of variance and recommend actionable corrective plans to operations leadership.

o          Run scenario modeling for events (promotions, outages, new queues, season spikes) and capacity planning.

•           Governance & Stakeholder Management

o          Lead WFM cadences: capacity reviews, weekly staffing calls, intraday huddles.

o          Translate business changes (volumes, handle time, shrinkage) into staffing impacts and budget asks.

o          Document standards and SOPs for WFM processes, change control, and data stewardship.

 

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).

 

Day-in-the-Life

•           Review forecast vs. actual every morning; adjust skilling/schedules based on intraday trends.

•           Monitor RTA dashboards, coordinate with supervisors to correct adherence exceptions.

•           Execute and validate data syncs via TTEC Aria WFM Adapter and Genesys; troubleshoot discrepancies.

•           Publish staffing plans and variance analysis; present insights to leadership in weekly WFM reviews.

 

 

Thanks and regards,

Avdhesh Kumar

Sr. Talent Acquisition Specialist

Avdhesh.kumar@tekishub.us

https://www.linkedin.com/in/avdhesh/

Phone: (302) 273-1365, Ext-290

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