Job Description
Job Title:  Genesys System Admin
City:  Louisville
State/Province:  Kentucky
Posting Start Date:  12/12/25
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
Job Description: 

Job Description

About the Role

We’re seeking a Workforce Management (WFM) Systems Specialist with deep hands-on experience integrating and operating Genesys platforms and the TTEC (Aria) WFM Adapter. You will own end-to-end WFM processes—forecasting, scheduling, real-time adherence, reporting, and optimization—across multi-site/multi-queue contact center operations. The ideal candidate blends technical integration skills with WFM domain expertise and strong business acumen.

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 WFM Systems Specialist (Genesys & TTEC Aria WFM Adapter)

Key Responsibilities

  • WFM Operations
    • Build and maintain short/medium/long-term forecasts using historical trends, seasonality, and business input.
    • Generate optimized agent schedules (intra-day, weekly, monthly) ensuring coverage for skills, channels, and service windows.
    • Drive Real-Time Adherence (RTA): monitor intraday performance, manage skilling/time-offs, and execute rapid staffing adjustments.
    • Track & improve KPIs: SLA, ASA, AHT, Abandonment, Occupancy, Shrinkage, Utilization, Service Levels.
  • Systems & Integration
    • Configure and support TTEC (Aria) WFM Adapter with Genesys (Cloud/Engage/Multicloud as applicable).
    • Partner with IT/Telephony to implement/maintain routing, agent profiles, skills, queues, and WEM/WFM data flows.
    • Build/maintain data pipelines and ETL for WFM data (system logs, adherence feeds, interval stats).
    • Automate data extracts & reports (APIs, scheduled jobs), ensuring high data fidelity and timeliness.
 

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  • Analytics & Reporting
    • Produce daily/weekly/monthly WFM dashboards (forecast vs. actual, staffing plans, adherence, performance trends).
    • Identify drivers of variance and recommend actionable corrective plans to operations leadership.
    • Run scenario modeling for events (promotions, outages, new queues, season spikes) and capacity planning.
  • Governance & Stakeholder Management
    • Lead WFM cadences: capacity reviews, weekly staffing calls, intraday huddles.
    • Translate business changes (volumes, handle time, shrinkage) into staffing impacts and budget asks.
    • Document standards and SOPs for WFM processes, change control, and data stewardship.

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Required Qualifications

  • Workforce Management within contact centers (multi-skill, omnichannel preferred).
  • Hands-on experience with Genesys (Cloud CX or Engage) and TTEC (Aria) WFM Adapter integration/configuration.
  • Proficiency with WFM platforms (e.g., Genesys WEM/WFM, NICE, Verint, Calabrio) and RTA tools.
  • Strong skills in forecasting & scheduling methodologies (interval-based planning, Erlang/C, shrinkage modeling).
  • Experience with APIs/ETL/data integration; comfortable with SQL and data validation.
  • Advanced Excel; experience with BI tools (Power BI/Tableau) for WFM reporting and visualization.
  • Clear communicator able to interface with operations, IT/telephony, and executive stakeholders.
  • Solid understanding of contact center metrics and drivers (SLA, occupancy, service levels, abandonment, AHT).
 

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Preferred Skills

  • Experience with Genesys Cloud CX Architect routing, WEM configuration, and agent/skill management.
  • Scripting for automation (Python or PowerShell) to streamline report generation and data prep.
  • Knowledge of intraday optimization, multi-skill blending, and multi-channel (voice, chat, email, social) WFM.
  • Exposure to capacity planning, budgeting, and long-term workforce strategy.
  • Familiarity with change management, release planning, and Incident/Problem Management practices (ITIL).

Day-in-the-Life

  • Review forecast vs. actual every morning; adjust skilling/schedules based on intraday trends.
  • Monitor RTA dashboards, coordinate with supervisors to correct adherence exceptions.
  • Execute and validate data syncs via TTEC Aria WFM Adapter and Genesys; troubleshoot discrepancies.
  • Publish staffing plans and variance analysis; present insights to leadership in weekly WFM reviews.
Mandatory Skills: Genesys Cloud Contact Center Admin .

 

Experience: 5-8 Years .

 

The expected compensation for this role ranges from $60,000 to $135,000 .

 

Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.

 

Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.

 

Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.

 

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.
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