The Senior Manager, Genesys Cloud & Workforce Management is a strategic and technical leader responsible for overseeing Genesys Cloud platform engineering and workforce management operations across ComPsych’s Behavioral Health and Absence Operations divisions. This role leads the design, optimization, and governance of the Genesys Cloud environment while driving workforce management strategy, including forecasting, scheduling, real-time management, analytics, and employee engagement initiatives through Centrical.

This leader combines deep technical expertise in Genesys Cloud with strong operational and analytical leadership capabilities. The role requires a hands-on approach to platform engineering while translating technology and workforce strategies into measurable business outcomes and executive-level insights.

Workforce Management Leadership

• Lead, coach, and develop a team of WFM analysts, schedulers, real-time analysts, and telephony specialists.
• Establish clear performance expectations, career development plans, and ongoing coaching practices.
• Build forecasting and capacity planning models across all contact center channels to support staffing and SLA performance.
• Monitor and improve forecasting accuracy, staffing efficiency, adherence, occupancy, and service level performance.
• Lead post-mortem reviews for forecast variances, staffing events, and operational disruptions, implementing corrective actions and process improvements.
• Maintain WFM dashboards and reporting cadences, delivering actionable insights to senior leadership.

Genesys Cloud Platform Management

• Own the Genesys Cloud platform strategy, roadmap, configuration, and optimization across all supported business units and regions.
• Design and maintain complex contact center routing strategies including IVR flows, omnichannel routing, skills-based routing, priority queues, overflow logic, and callback solutions.
• Troubleshoot escalated telephony and queue configuration issues while serving as the internal subject matter expert for Genesys.
• Establish governance standards, change management processes, SOPs, and technical documentation for all platform changes.
• Manage integrations between Genesys and third-party systems to ensure data integrity and operational continuity.
• Deploy and optimize AI-driven capabilities including predictive routing, agent assist, voicebots, sentiment analysis, and auto-summarization.

Automation & Technology Strategy

• Lead self-service and automation initiatives that improve containment rates, reduce live agent demand, and enhance customer experience.
• Monitor emerging CCaaS and AI technologies, developing business cases and recommendations for future investments.
• Ensure accurate integration of telephony data into forecasting, scheduling, adherence, and analytics platforms.
• Translate platform capabilities into operational improvements for scheduling, workforce planning, and employee engagement.

Centrical Platform Ownership

• Own the strategy, configuration, and optimization of the Centrical platform for coaching, gamification, and agent engagement.
• Establish governance standards and best practices for performance management and coaching workflows.
• Evaluate and implement new platform capabilities that improve employee engagement and operational outcomes.

Cross-Functional Partnership

• Partner with Operations, HR, IT, Finance, Product, Analytics, and Compliance teams on workforce strategy and contact center technology initiatives.
• Communicate technical and operational insights effectively to executive and non-technical stakeholders.
• Represent the function in enterprise modernization and operating model transformation initiatives.
• Build and maintain strategic vendor relationships with Genesys, Centrical, and related technology partners.
• Other dutes as required.

• Bachelor’s degree required, preferably in Workforce Management, Operations, Information Systems, Business, or a related field; Master’s degree preferred.
• 5+ years of leadership or management experience required.
• 7+ years of experience in service delivery or workforce management roles within high-volume contact center environments preferred.
• Strong knowledge of FMLA, ADA, state leave laws, disability programs, and regulatory compliance requirements.
• Demonstrated success leading complex, cross-functional initiatives in regulated, fast-paced, and highly complex environments.
• Proven ability to lead teams, manage escalations, and deliver results under pressure.
• Deep hands-on expertise with Genesys Cloud configuration, routing, IVR design, omnichannel operations, and platform integrations.
• Strong experience in workforce management disciplines including forecasting, scheduling, real-time management, and capacity planning.
• Experience implementing AI-enabled contact center technologies and automation solutions.
• Strong analytical, problem-solving, and stakeholder management capabilities.
• Proven ability to translate technical solutions into measurable operational outcomes.
• Experience with Centrical or similar employee engagement and performance management platforms preferred.
• Excellent verbal and written communication skills with the ability to present effectively to technical and non-technical audiences.
• Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
• Self-starter with the ability to manage multiple priorities, work independently, and adapt in a dynamic environment.
• Strong organizational, decision-making, and critical thinking skills.

• Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more
• The salary range for this position is $110,000 - $140,000 (USD). The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market/geography, and scheduled hours.