Teams at Concord USA

Configure and maintain Genesys Workforce Management, including forecasting, scheduling, adherence, and intraday management. Build dashboards, performance views, and scheduled reports for contact center leadership. Support platform migration, validate WFM and reporting data, audit discrepancies using Power Automate or Power Query, and develop Power BI reporting. Partner with operations leaders to translate staffing and service-level needs into system configurations and reporting, while documenting processes and definitions.

Lead the architecture, governance, stabilization, and performance of an enterprise Salesforce B2C Commerce platform using SFRA. Own third-party retail integrations, release management, production health, code quality, and technical standards. Lead and mentor engineers and agency partners, coordinate technical estimation and design reviews, and collaborate with product, QA, UX/UI, DevOps, and business stakeholders. The role requires extensive SFCC architecture experience, enterprise implementations, JavaScript and web development expertise, and strong integration knowledge.

Implements and manages client-side and server-side tag management and digital analytics solutions across web and iOS platforms. Configures Tealium, Google Tag Manager, and GA4 tracking; builds reports; debugs and validates data; and coordinates testing and releases. Owns projects from requirements gathering through implementation, delivery, and post-release support while collaborating with business, marketing, development, QA, and vendor stakeholders.