Kerv · 18 hours ago
Junior Professional Service Engineer - Workforce Management
Richmond, VA
Full-time
Onsite
Entry Level
1+ years expKerv is a next-generation ‘customer-first, cloud-first’ provider focused on helping customers achieve successful business outcomes. The Junior Professional Services Engineer will be responsible for delivering high-quality Workforce Management implementations and service enhancements, ensuring customers maximize the value of their CCaaS investment.
Cloud ComputingCloud Infrastructure
Responsibilities
GenesysCloud WEM Configuration
Participate onboarding and configuration of new customers, ensuring solutions align the customer’s requirements
Attend 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
Eventually, deliver training to customer teams on forecasting, scheduling, intraday management, and adherence
Discovery workshops to understand customer needs, operational processes, and workforce models
Producing high-quality documentation, including Functional Requirement Specifications, High-level Designs, go live plans, and service handover materials
Configuring and deploying Genesys Cloud, alongside other Kerv CX products and AppFoundry solutions
Providing post deployment hyper care, supporting customers through early life adoption and ensuring a smooth transition to BAU support
Qualification
Required
1-2 years' experience configuring or administering an omnichannel cloud contact centre platform, preferably Genesys Cloud
Awareness of alternative WEM platforms such as NICE, Verint, Calabrio, or other
Some exposure to CCaaS integration with other systems via REST
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 effectively across cross functional teams
Customer focus, enthusiasm, and a proactive approach to continuous improvement
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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