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
https://www.linkedin.com/in/avdhesh/
Phone: (302) 273-1365, Ext-290
Global : USA | Canada | India | Singapore | UAE
—
