WFM Systems Specialist (Genesys & TTEC Aria WFM Adapter)

Job Description:

We are seeking an experienced Infrastructure Engineer with a strong background in backend application support and infrastructure, preferably with exposure to Workforce Management (WFM) applications. The ideal candidate will demonstrate robust experience in backend systems architecture and engineering, application deployment, and maintenance. A key part of this role involves building and maintaining strong relationships with software vendors to successfully implement and support purchased solutions.

Key Responsibilities:

• Design, implement, and maintain infrastructure solutions supporting enterprise applications, with a primary focus on WFM systems.
• Provide backend engineering expertise for the deployment, integration, and troubleshooting of WFM applications.
• Manage application environments, including servers, databases, middleware, and associated services, to ensure high availability and performance.
• Serve as the primary technical liaison with vendors for solution implementation, configuration, and issue resolution.
• Collaborate with internal stakeholders and IT teams to ensure smooth delivery and ongoing operations of WFM and other enterprise applications.
• Oversee and coordinate upgrades, migrations, and patch management of backend systems.
• Ensure compliance with security policies, best practices, and regulatory requirements in all infrastructure and vendor activities.
• Develop and maintain documentation, technical procedures, and knowledgebase articles for supported systems.

Qualifications:

• Bachelor’s degree in Computer Science, Information Systems, or related field, or equivalent experience.
• Proven experience in infrastructure engineering and backend application support (3+ years preferred).
• Hands-on experience with WFM applications and understanding of their backend components.
• Strong experience working with external vendors, including solution implementation and contract management.
• Proficiency with Windows/Linux server administration, databases (e.g., SQL Server, Oracle), and networking concepts.
• Experience with cloud platforms (e.g., Azure, AWS) is a plus.
• Excellent analytical, problem-solving, and communication skills.