Wipro · 1 month ago
Genesys System Admin
Louisville, KY
Full-time
Onsite
Mid, Senior Level
$60K/yr - $135K/yr
5+ years expWipro Limited is a leading technology services and consulting company that focuses on innovative solutions for digital transformation. They are seeking a Genesys System Admin to manage Workforce Management processes and integrate Genesys platforms, ensuring effective forecasting, scheduling, and adherence in multi-site contact center operations.
ConsultingInformation ServicesInformation TechnologySoftware
Responsibilities
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
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
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
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
Qualification
Required
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)
Preferred
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)
Benefits
A full range of medical and dental benefits options
Disability insurance
Paid time off (inclusive of sick leave)
Other paid and unpaid leave options
Company
Wipro
Wipro is a technology services and consulting company focused on building solutions that address clients’ digital transformation needs.
10001+ employees
H1B Sponsorship
Wipro has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
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Trends of Total Sponsorships
2025 (2251)
2024 (2251)
2023 (2845)
2022 (2422)
2021 (2837)
2020 (2468)
Funding
Current Stage
Public CompanyTotal Funding
$2.29BKey Investors
Hasham TradersPremji InvestSociete Generale
2025-06-09Post Ipo Secondary· $589.69M
2024-11-08Post Ipo Secondary· $563.71M
2022-11-22Post Ipo Secondary· $31.65M
Leadership Team
Omkar Nisal
CEO, Europe and Member of Wipro Executive Board
Srini Pallia
CEO and Managing Director
Recent News
2026-02-07
Company data provided by crunchbase