Kerv · 4 hours ago
Professional Service Engineer - Workforce Management
Richmond, VA
Full-time
Onsite
Mid Level
3+ years expKerv is a next-generation ‘customer-first, cloud-first’ provider focused on delivering successful business outcomes. The Professional Services Engineer will be responsible for implementing Workforce Management solutions and enhancing services for customers, ensuring they maximize the value of their WFM investment.
Cloud ComputingCloud Infrastructure
Responsibilities
Workforce Management Delivery (Primary Focus)
Lead WFM onboarding and configuration for new customers, ensuring solutions align with best practice
Conduct discovery sessions to understand operational models, staffing approaches, and planning challenges
Translate customer requirements into clear, approved delivery specifications
Configure Genesys Cloud WFM components, including:
Business Units and Management Units
Forecasting models
Scheduling rules and shift templates
Activity codes and adherence settings
Intraday management tools
Support UAT, operational readiness, and golive planning
Provide early life support and ensure a smooth transition to the Service Delivery team
Deliver training to customer teams on forecasting, scheduling, intraday management, and adherence
Broader WEM Capability (Desirable, Not Essential)
Candidates with wider WEM experience will be able to support customers across additional Genesys Cloud capabilities, including:
Quality Management (forms, evaluation workflows, calibration)
Speech and Text Analytics (topic spotting, sentiment, acoustic insights)
Coaching and performance management
Gamification and agent engagement tools
These skills are not mandatory but are highly valued, as they enhance the ability to deliver joined up workforce and experience optimisation
Implementation & Technical Delivery
Configure Genesys Cloud and associated systems, including integrations with third party platforms where required
Produce clear documentation, including delivery specifications, handover packs, and configuration guides
Work closely with project managers, solution consultants, and customer success teams to ensure smooth delivery
Customer Consulting & Continuous Improvement
Advise customers on WFM best practice and optimisation opportunities
Analyse workforce processes to identify efficiency gains and operational improvements
Support customers in using analytics and insights to refine their planning and performance strategies
Contribute to the development of Kerv’s WFM and WEM propositions
Qualification
Required
3–5 years' experience in Workforce Management, WEM, or customer experience roles, ideally with exposure to both planning and consulting
Hands on experience configuring or administering an omni-channel cloud contact centre platform, preferably Genesys Cloud
Experience of contact centre operations, workforce planning practices, and realtime management
Proficiency with Genesys Cloud CX, particularly WFM configuration and administration
Understanding of alternative WEM platforms such as NICE, Verint, Calabrio, or equivalent
Familiarity with CX management tools and bestpractice methodologies
Practical understanding of telecommunications services and call routing principles
Experience using Web Service APIs (REST) for integrations or automation
Friendly, professional communication and presentation style
Strong problem solving and critical thinking abilities
Ability to work independently and manage multiple projects simultaneously
Strong interpersonal skills, with ability to collaborate across cross-functional teams
Customer focus, enthusiasm, and a proactive approach to continuous improvement
Preferred
Candidates with broader Workforce Engagement Management (WEM) experience — such as Quality Management, Speech and Text Analytics, Coaching, and Gamification — will be at an advantage, as these capabilities increasingly complement modern WFM strategies
Company
Kerv
Kerv is a Cloud Centric Managed Service and Infrastructure Transformation Provider.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Helen Lancaster
Chief Employee Experience Officer
Katrina King
Chief Customer Officer at Kerv
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