Workforce System Administrator

So, what’s the role all about?

The purpose of this role is to ensure the NICE WFM IEX system is accurately configured, maintained, and optimized to support the operational effectiveness of the contact center. As a critical source of real-time and historical data, the system drives decisions around workforce planning, employee productivity, and service delivery. The WFM NICE IEX Administrator plays a vital role in ensuring data reliability, system efficiency, and seamless user experience across workforce management functions

How will you make an impact?  

• Configure, maintain, and troubleshoot the NICE WFM IEX system, including user setup, skills assignments, schedules, and organizational structures.
• Ensure the integrity of data feeds and outputs related to workforce productivity, adherence, and performance.
• Collaborate with operations, WFM teams, IT, and other stakeholders to ensure the system meets business and operational requirements.
• Serve as the main point of contact for NICE WFM IEX system updates, enhancements, and issue resolution.
• Support integration efforts with other platforms (e.g., telephony, CRM, etc).
• Maintain accurate system documentation, including process workflows, configuration logs, and user guides.
• Conduct routine audits to ensure data accuracy and system performance.
• Provide training and support for users and stakeholders on WFM tools and system functionalities.
• Respond to user inquiries and trouble tickets related to application functionality, access, and performance.
• Perform system troubleshooting directly with users, applying deep knowledge to resolve issues efficiently and minimize disruption.
• Create and manage tickets in the NICE WISER ticketing system for issues that require escalation or vendor intervention.
• Innovate and improve system processes to enhance WFM team efficiency, accuracy, and user experience.

Have you got what it takes?

• Bachelor’s degree (BSc), preferably in Logistics, Mathematics, Economics, or related fields
• Proficient in Business English – both written and verbal
• Minimum of 2 years of hands-on experience with NICE IEX Workforce Management (WFM), ideally in a Contact Center environment
• Deep understanding of WFM systems, with a focus on configuration, scheduling, and real-time management
• Strong skills in data analysis and the creation of insightful performance reports
• Proven ability in troubleshooting and effective problem resolution
• Excellent communication skills, able to work effectively across teams
• Strong time management and organizational abilities
• High level of accuracy and attention to detail
• Accountability and ownership of tasks and responsibilities
• Strong collaboration skills and a team-oriented approach
• A customer-centric mindset, focused on delivering value through workforce solutions

What’s in it for you?
Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Enjoy NICE-FLEX!
At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere

Requisition ID: 7421
Reporting into: Manager, Workforce Analysis, CX
Role Type: Individual Contributor