Capacity Strategist

About the job

As a Capacity Strategist , you will own and continuously improve the capacity models and scheduling blueprints specifically for our most Elite service offering. Working closely with your global ROC peers, you will ensure our premium support operates seamlessly across a 24/7 "follow-the-sun" model. This is not a typical high-volume contact center environment; our dedicated & designated agents provide white-glove service primarily through complex email cases and high-touch phone calls. We are looking for a tinkerer and a builder. While you will heavily utilize Genesys Cloud to manage the core infrastructure, you are never satisfied with the baseline. When off-the-shelf solutions do not fit the…