Genesys Workforce Management (WFM) Consultant

Location: Remote, US only. Must work Eastern Time business hours.
Employment Type/Duration: Long-term contract. Possibility of extension.
Compensation: $45/hr - $48/hr W-2 Hourly or $55/hr - $58/hr C2C. Compensation will be determined based on relevant experience, skills, and overall qualifications.
Requirements: Must be authorized to work legally in the US without sponsorship, now or in the future.

About Us

Concord isn't your typical consulting firm; we're an execution company. We help organizations move technology and AI initiatives from concept to measurable capability, working alongside our clients from the initial definition of success through full implementation and adoption.

Our team brings expertise across artificial intelligence and data, digital experience, and platform engineering, enabling the organizations we serve to build lasting internal capability. We operate as a global team, with a presence across the United States, Latin America, Europe, and India, giving our clients access to specialized talent and continuous coverage across time zones.

About the Role

Our client is moving its Member Engagement contact center from a legacy customer service platform to Genesys Cloud CX. We're looking for a Genesys WFM & Reporting Analyst to support that transition. You'll own workforce management configuration and the reporting the team relies on during and after the migration. You'll work closely with Member Engagement leadership and operations, and your reporting will directly shape staffing, service levels, and member experience.

What You Will Be Doing

• Configure and maintain Genesys Workforce Management: forecasting, scheduling, adherence, and intraday management.
• Build and maintain Genesys reporting (performance views, dashboards, and scheduled reports) for Member Engagement leadership and operations.
• Support the migration from the legacy platform, including validating that WFM and reporting data carries over accurately.
• Audit WFM and reporting data using Power Automate and Power Query, or build Power BI reporting on top of Genesys data.
• Partner with operations leaders to translate staffing and service-level needs into WFM settings and reports.
• Spot and resolve data discrepancies, and document processes and report definitions.

• Hands-on experience with Genesys Workforce Management (forecasting, scheduling, adherence).
• Strong Genesys reporting experience: building performance views, dashboards, and scheduled reports.
• Experience using Power Automate and/or Power Query for data auditing, OR strong Power BI reporting experience using Genesys data.
• Able to work independently with operations stakeholders and explain data clearly to non-technical audiences.
• Contact center or customer service operations background is a plus. 
• Prior experience with Verint WFM or a contact center platform migration is a plus. 
• Healthcare or health insurance experience is a plus.