WFM Consultant (Genesys Cloud)

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989.

Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.

We are looking for a WFM Consultant with hands-on experience in Genesys Cloud Workforce Management to support the design, configuration, and rollout of WFM capabilities for contact center operations.

The role focuses on configuration, implementation, and enablement of WFM processes in Genesys Cloud, working closely with operational teams to ensure successful adoption of the platform.

Responsibilities:

• Design and configure Genesys Cloud Workforce Management capabilities, including scheduling rules, adherence monitoring, and real-time management setup.
• Participate in Genesys Cloud WFM implementations and rollouts, including configuration, testing, and go-live support.
• Support operational teams through training, knowledge transfer sessions, and enablement documentation to ensure effective adoption of WFM tools.
• Facilitate change management activities during the transition to new WFM processes and tools.
• Collaborate with operations leaders and stakeholders to ensure WFM configuration aligns with operational goals and service level expectations.
• Provide post-go-live stabilization and hypercare support as teams transition to the new environment. 

• 5+ years of experience in contact center environments.
• Knowledge of Genesys Cloud WFM configuration and support.
• Proven experience in delivering training and knowledge transfer sessions.
• Experience supporting WFM transformation, migration, or optimization initiatives in contact center environments.
• Strong analytical, stakeholder management, and communication skills.
• Upper-Intermediate English or higher.
• Hands-on experience with WFM solutions such as NICE, Verint, Alvaria, or similar platforms is a strong plus.
• Relevant certifications, e.g., Genesys Cloud Workforce Management (WFM) certification, are a plus.

We offer:

• Culture of relentless performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth. 
• Competitive pay and benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program. 
• ForeverRemote work culture: make the most of the flexibility that comes with remote work. 
• Growth mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities. 
• Global impact: collaborate on impactful projects for top global clients and shape the future of industries. 
• Welcoming multicultural environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events. 
• Social sustainability values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality. 

* Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.