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Remote Genesys PureEngage WFM SME

Chicago, IL (Remote) · Information Technology
PSR Associates, Inc. is an IT consulting firm specializing in Staffing and Recruiting Services. People. Solutions. Results. Founded in 2003, PSR Associates, Inc. is headquartered in Atlanta, GA, with additional offices in Tampa, FL; Washington, D.C.; Charlotte, NC; Austin, TX; and Irvine, CA.

Job Description:
A subject matter expert that has experience in Contact Center transformation focused on work force management.
  • Ability to develop the technical architecture to connect Genesys WFM PureEngage, Genesys PureConnect core telephony / Avaya ACD and core platforms/CRM to assess and
  • Provide recommendations to optimize Forecasting, Scheduling and Real Time Adherence management for two contact centers and
  • Recommendations how to implement the configuration in the Genesys WFM platform and the operational processes within the WFM team.
  • The SME will provide specific recommendations to implement solutions that will enable the client to utilize the benefits in a short period of time, while also recommending longer term architecture which may be best in class but requires longer lead times to develop.
  • The SME will also play the role of technical lead.

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