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# Genesys Cloud Workforce Optimization Analyst

- **Company:** Computer Task Group, Inc
- **Location:** Miami, FL, United States
- **Experience:** Experienced
- **Contract:** Temporary to permanent
- **Skills:** Data Analysis, System Configuration, Routing, Operational Data Store, Genesys, Information Technology, Data Analytics
- **Published:** August 27, 2026
- **Apply:** https://dejobs.org/x/x/1E14F4289E7B4EF7B7BFF4E77D512D66/job/

## About the Role

* Strong analytical and problem-solving skills
 * Excellent communication and collaboration skills

Experience:

 * 2-5 years of experience working with Genesys technologies.
 * Hands-on experience with Genesys Cloud CCaaS operational execution.
 * Experience with Genesys Command Center.
 * Experience building and maintaining metric and data analytics dashboards.
 * Experience developing and supporting IVR functionality.
 * Experience configuring Skills-Based Routing and agent profiles.
 * Experience supporting workforce optimization functions, including workforce management and quality assurance.
 * Demonstrated ability to create clear technical and operational documentation.
 * Experience developing training materials and facilitating knowledge transfer to operational teams.

Education:

 * Bachelor's degree in Information Technology, Computer Science, Business, or a related field preferred.
 * Equivalent combination of education and relevant experience may be considered.

Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

## Description

* Support operational execution within the Genesys Cloud CCaaS environment.
 * Utilize Genesys Command Center capabilities to support contact center operations.
 * Build, maintain, and enhance metric and data analytics dashboards.
 * Develop, configure, and support IVR functionality.
 * Configure and maintain Skills-Based Routing and agent profiles.
 * Support workforce optimization activities, including workforce management and quality assurance.
 * Create and maintain documentation covering Genesys Cloud processes, configurations, and operational procedures.
 * Develop training materials to enable operational staff to assume ongoing ownership and maintenance of Genesys Cloud functions.
 * Collaborate with operational teams to support knowledge transfer and transition of Genesys Cloud capabilities.
 * Analyze contact center metrics and operational data to identify trends and support performance improvements.
 * Assist with troubleshooting, configuration changes, and ongoing optimization of Genesys Cloud capabilities.

Skills:

 * Genesys Cloud CCaaS
 * Genesys Command Center
 * Contact Center Operations
 * Workforce Optimization
 * Workforce Management
 * Quality Assurance
 * Data and Metrics Analytics
 * Dashboard Development
 * IVR Development
 * Skills-Based Routing
 * Agent Profile Configuration
 * Operational Documentation


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