Genesys WFM Consultant

Location: Remote - Eastern Time Zone (Must have legal working rights in Canada)

Working Hours: 9:00 AM 5:00 PM EST

Primary Focus

Implementation | Configuration | Consulting | Training | Knowledge Transfer | Post-Go-Live Support

Position Overview

Connex is seeking an experienced Genesys WFM Consultant to support the design, implementation, configuration, optimization, and training of Genesys Cloud WFM solutions. The consultant will work directly with customers and project teams to translate business requirements into effective WFM solutions and provide hands-on guidance throughout the implementation.

Key Responsibilities

- Lead or support Genesys Cloud WFM implementation and configuration.
- Conduct discovery, requirements gathering, and solution design.
- Configure forecasting, scheduling, planning groups, adherence, intraday management, time-off, and related WFM functions.
- Provide guided configuration, consulting, and hands-on coaching to customer teams.
- Develop and deliver training for WFM administrators, planners, supervisors, and end users.
- Support integrations, data validation, testing, UAT, troubleshooting, and go-live activities.
- Provide WFM best-practice recommendations and configuration reviews.
- Prepare technical and training documentation and conduct knowledge-transfer sessions.




- Provide post-go-live support and continuous improvement recommendations.

Required Qualifications

- 3+ years of hands-on Genesys WFM implementation and configuration experience.
- Strong knowledge of forecasting, scheduling, adherence, intraday management, and workforce planning.
- Experience with Genesys Cloud CX WFM/WEM.
- Experience delivering customer-facing consulting, training, and workshops.
- Strong understanding of contact center operations and WFM KPIs.
- Strong analytical, troubleshooting, communication, and stakeholder-management skills.
- Experience with WFM integrations, APIs, or data mapping is an asset.
- Experience with Verint or NICE IEX is an asset.
- Genesys certification is preferred.

Why Connex?

- Work remotely while collaborating with a high-performing team during Eastern Time Zone business hours.
- Be part of an creative organization delivering next-generation customer experience and workforce optimization solutions.
- Collaborate with experienced contact center, workforce management, and technology professionals on enterprise-scale projects.
- Access opportunities for professional development, certification, and career growth.
- Join a collaborative culture that values innovation, integrity, accountability, and continuous learning.

📌 Genesys WFM Consultant (Canada)
🏢 Connex Telecommunications
📍 Canada