Employer: Alight Solutions
Job Description
Workforce Management (WFM) IEX Systems Administrator is responsible for maintaining our WFM back end/front end systems and tools, standing up and managing the IEX WFM process across multiple teams. Scope also includes providing SME expertise on the tool as needed. This role requires excellent troubleshooting and problem-solving skills, and the ability to succeed in a fast-paced, technical and user experience environment. This role is responsible for the ongoing support, user training and maintenance of our Workforce Management systems and tools (IEX) and Nice InContact.
Responsibilities
- Responsible for the ongoing support, user training and maintenance of our Workforce Management systems and tools
- Troubleshooting any issues with or enhancements to WFM Systems and coordinating with the applicable parties to ensure the proper resolutions are met in a timely manner.
- Ensures the accuracy and timeliness of all data flowing to and from WFM systems. Respond to reported issues, requests & inquiries of a problematic technical or functional nature, and suggest or deploy fixes and enhancements.
- Setup user access to systems and/or services. Creates and updates profiles, permissions, and maintains user accounts.
- Participate in cross-functional activities such as requirements gathering, review and user acceptance testing.
- Works with internal IT support teams and vendor technical support, as needed.
Required Experience:
- 3+ years of experiencing supporting Contact Center operations
- 3+ years of experience with systems administration of WFM software (NICE IEX)
- Excellent oral and written skills
- Experience in large scale contact center operations
Preferred Experience
- Project management experience
- Experience in licensed tele-sales environment
- Strong quantitative and analytical skills; experience with advanced use of Excel and using statistical analysis applications, i.e. SQL/Oracle.
Education:
- Bachelor s degree or equivalent years of industry experience.