Software Engineer WEM Specialist

Are you a passionate and experienced Genesys WEM Engineer looking to make a significant impact working within a collaborative and innovative team ? 

A great opportunity has arisen in our Customer Engagement Tribe here at Admiral for a Workforce Engagement Management Engineer. The CE tribe are responsible for Admiral’s customer contact centre evolution and key in shaping the future of Admiral’s customer contact capabilities. The successful candidate will play a proactive role in improving our customer and agent experiences and delivering significant business value through our new omni channel contact centre as a service.

We are looking for someone who has a strong track record in the design, implementation, and support of a contact centre/s. You will be an advocate for best practice and simplification. A trusted advisor to the business. 

Accountabilities

• Translating requirements and business operations processes into the best customer journeys and agent experiences.
• Sharing best practice from previous implementations to guide on QM, WEM and Reporting.
• Contribute to the implementation and management of the overall Genesys WEM solution using your experience and best practice ensuring repeatability. *Note the solution may include app foundry partners.
• Review and optimise the WEM solution and guide in best the business in best practice.
• Troubleshoot and resolve technical issues related to the WEM solution within Genesys Cloud solution.
• Monitor and maintain the performance of the WEM solution within Genesys Cloud environment, ensuring it is running efficiently and effectively.
• Continuously update knowledge of Genesys Cloud WEM features, functionality, and best practices.

Key interactions

• Support Delivery Lead in managing delivery of the new CCaaS Genesys WEM Solution.
• Provide guidance and training to colleagues on how to use and manage their Genesys Cloud WEM solutions.
• Work with Product Leads and business to refine WEM requirements.
• Working with Solution Architect and to deliver WEM technology aligned to the strategic roadmap and evolve Admiral’s Engineering capability.

Knowledge and Experience required

• Proven contact centre WEM design, implementation, and support experience.
• Experience with Genesys WEM platforms and technologies
• Must be able to talk through pros and cons of using certain configuration patterns e.g., Forecasting and scheduling Business Unit/Management Unit setup..
• Strong technical skills within the WEM area: The Engineer should have a strong understanding of WEM and QA suite within Genesys and  be prepared to discuss best industry practice with the business
• Strong problem-solving skills: be able to troubleshoot and resolve technical issues related to Genesys WEM solutions.
• Strong communication skills: be able to effectively communicate with colleagues and other team members to understand their needs and provide appropriate solutions.
• Bachelor's degree in Computer Science, Computer Engineering, or a related field is preferred.
• Strong understanding of contact center operations, customer service and business process management is an advantage.

Professional Training

Certifications in Genesys platforms such as Genesys Cloud Certified Professional & Genesys Cloud Specialist: WEM.

Location

This role is fully remote within the UK. There will be a requirement to meet with colleagues once every quarter in our Cardiff office for team collaboration.

Interview Process

There will be a two-stage interview process for this role via MS Teams. 

Salary, Benefits, and Work-Life Balance

We do not have a set salary for this position, as it will be dependent on the successful candidate’s experience. We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package.

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to work for in the UK. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible.

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

You can also view some of our other key benefits here.

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