Genesys WFM/Dialer Manager

2 months, 2 weeks ago
Full-time
Mid Level
Project and Program Management
Lendbuzz

Lendbuzz

Lendbuzz: AI-based auto finance platform providing fair credit access for diverse clients and supporting dealership partners.

Diversified Financial Services
51-250
Founded 2015
$1100M raised

Description

  • Administer and maintain the Genesys Cloud CX platform, including users, roles, skills, queues, permissions, and system configurations.
  • Serve as the first point of contact for platform issues and manage escalations with Genesys Support.
  • Partner with Product to define flow requirements and conduct user acceptance testing (UAT) for operational readiness.
  • Own dialer configuration, multi-channel campaign management, pacing, and compliance settings.
  • Execute and optimize voice, digital, and AI-enabled campaigns to support business initiatives.
  • Monitor and improve blended contact center performance against inbound and outbound KPIs.
  • Oversee automated and manual contact list imports, ensuring data integrity and correct field mapping.
  • Lead workforce management configuration and optimization, including forecasting, scheduling, intraday management, and adherence tracking.
  • Monitor real-time adherence and shrinkage, working with operations supervisors to correct issues and improve SLA performance.
  • Document contact center processes and changes, and translate performance data into actionable recommendations.

Requirements

  • 3-5 years of experience administering the Genesys Cloud CX platform.
  • Demonstrated experience configuring and maintaining Genesys WFM and Outbound Dialing modules.
  • Strong understanding of contact center forecasting, scheduling logic, and real-time adherence tracking.
  • Proven experience transitioning AI-driven solutions from pilot to stabilized, high-volume production environments.
  • Working knowledge of compliance and regulatory protocols such as TCPA, FDCPA, and STIR/SHAKEN.
  • Proficiency in Google Sheets and/or MS Excel, with the ability to translate data into actionable recommendations.
  • Detail-oriented with strong organizational and problem-solving skills.
  • Excellent communication and collaboration skills.
  • Experience in the auto lending industry or financial services preferred.
  • Genesys Cloud CX Professional (GCP) or Specialist certification preferred.

Benefits

  • Full-time remote work arrangement.
  • Competitive salary of $90,000 to $100,000 per year.
  • Opportunity to work on AI-enabled initiatives and strategic platform improvements.
  • Background check process with individualized assessment after offer acceptance.

Interested in this position?

Apply directly on the company website

Apply Now

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