Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.
The IEX Administrator is a critical technical resource responsible for managing, maintaining, and supporting NICE WFM (IEX) and Intradiem applications across American Express Global Business Travel (Amex GBT) globally. This role serves as the single point of contact for IEX functions, ensuring seamless system operations, eliminating errors, and fostering strong internal relationships with end-users. The IEX Administrator will demonstrate expertise in application maintenance, system troubleshooting, and vendor management while maintaining data integrity and supporting organizational efficiency.
What You’ll Do
Application Management & Maintenance
- Support WFM and Intradiem SNAP tickets globally with timely resolution
- Oversee day-to-day maintenance of NICE WFM (IEX) and Intradiem applications
- Perform periodic application upgrades and system patches
- Run Active EG (Enterprise Group) weekly to ensure smooth data flow in WFM
- Audit TC Analytics (TCA) and ad hoc reporting for data integrity
System Configuration & Administration
- Set up new agents, codes, voice and chat queues, management units, contact types, TOG, and enterprise groups in NICE WFM
- Configure rules and assignments in Intradiem
- Clear adhoc requests via IEX NICE Access Request and Intradiem Admin mailboxes
- Review Intradiem rules periodically and maintain updated user lists
- Send daily user updates to Intradiem
Reporting & Analytics
- Generate and distribute weekly, monthly, and quarterly reports to stakeholders
- Map gates between IEX and Global Performance Dashboard (Tableau) with Anaplan integration
- Ensure accurate data flow and reporting accuracy across all systems
Troubleshooting & Problem Resolution
- Diagnose and resolve system errors involving internal teams (GBT System Networking) and external vendors (NICE, Intradiem, Cisco)
- Conduct root cause analysis and implement preventive measures to avoid recurrence
- Document issues and resolutions in canned responses for knowledge sharing
- Balance and manage multiple issues simultaneously while maintaining composure under pressure
Vendor & Stakeholder Management
- Serve as primary liaison with vendor partners (NICE and Intradiem) for weekly check-ins
- Discuss ongoing issues, provide regular feedback, and escalate critical concerns
- Create change requests and communicate with Interoperability team on monthly vendor application maintenance
- Send timely updates and outage communications to internal stakeholders
- Build and maintain strong relationships with WFM and Intradiem end-users globally
Strategic & Operational Support
- Create and maintain strong linkages with internal business partners across Sales, Service Delivery Network, Workforce Management, and Re-engineering Teams
- Work proactively and independently to identify and resolve operational challenges
- Take ownership of deliverables and progress toward personal development goals
- Ensure maintenance and integration tasks are implemented in a timely manner
What We’re Looking For
- Proven hands-on experience with NICE WFM (IEX) and Intradiem applications
- In-depth understanding of Workforce Management tools and SNAP Incident Management systems
- Advanced proficiency in Microsoft Excel and Microsoft Access
- Experience with Tableau (Global Performance Dashboard) and Anaplan
- Knowledge of system networking and vendor application integration
- Knowledge in SQL, Power BI
Core Competencies
- Problem-Solving: Strong analytical and troubleshooting capabilities
- Ownership & Accountability: Takes full responsibility for deliverables with high attention to detail
- Time Management: Effectively prioritizes and manages multiple concurrent issues
- Pressure Management: Remains composed and productive under demanding circumstances
- Communication: Strong oral and written communication skills with ability to explain technical concepts to non-technical users
- Relationship Building: Excellent interpersonal skills and ability to foster collaborative partnerships
Professional Attributes
- Passionate about learning new technical skills and overcoming daily technical obstacles
- Strategic thinker with ability to work proactively and independently
- Detail-oriented with strong organizational skills
- Commitment to continuous improvement and professional development
- Ability to keep track of system updates and communication changes effectively
Preferred Qualifications
- Experience with Cisco Systems and networking
- Background in workforce management operations or contact center environments
- Certification in NICE WFM or related systems
- Experience with change management and process improvement initiatives
Location
Bangalore, India
The #TeamGBT Experience
Work and life: Find your happy medium at Amex GBT.
Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.
Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.
Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.
We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.
And much more!
All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.
Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.
Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.
What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!
Skills Required
- Proven hands-on experience with NICE WFM (IEX) and Intradiem applications
- In-depth understanding of Workforce Management tools and SNAP Incident Management systems
- Advanced proficiency in Microsoft Excel and Microsoft Access
- Experience with Tableau and Anaplan (reporting and dashboard integration)
- Knowledge of SQL and Power BI
- Knowledge of system networking and vendor application integration
- Ability to manage vendor relationships and serve as primary liaison with NICE, Intradiem, and other vendors
- Experience with Cisco Systems and networking
- Background in workforce management operations or contact center environments
- Certification in NICE WFM or related systems
- Experience with change management and process improvement initiatives
American Express Global Business Travel Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about American Express Global Business Travel and has not been reviewed or approved by American Express Global Business Travel.
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Healthcare Strength — Healthcare coverage is described as comprehensive, including medical, dental, vision, life, disability, and access to physician consultations in some cases. Emotional and mental-health resources are also highlighted, including counseling, crisis support, and webinars for employees and immediate families.
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Leave & Time Off Breadth — Time off and flexibility options are portrayed as broad, including PTO that combines vacation and sick time, with potential to purchase additional vacation in some locations. Flexible arrangements are described as available in parts of the organization, including remote work and options like part-time schedules, job sharing, and sabbaticals where supported.
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Retirement Support — Retirement support is positioned as available through locally competitive programs, including a U.S. 401(k) with employer matching after a service period. Ownership-related benefits are also present via an employee stock purchase plan offered in many countries.
American Express Global Business Travel Insights
What We Do
American Express Global Business (Amex GBT) is the world’s leading B2B travel platform, providing software and services to manage travel, expenses, meetings & events for companies of all sizes. Our solutions include: Egencia: the leading software as service travel platform for small and medium-sized enterprises (SMEs). Ovation: the solution synonymous with high-touch travel service. The Neo Technology Group: a technology-focused team that builds cloud-based travel solutions. Meetings & Events: providing solutions for a single meeting or an entire meetings portfolio. Global Business Consulting: customized services to help clients optimize their travel program.
Why Work With Us
Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success. Ready to explore a career path? Start your journey with us - apply now!
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