Systems Administrator, Workforce Management Tools
Skills
- Proven experience administering NICE IEX or similar WFM platforms
- Strong background in forecasting, scheduling, and adherence support for contact centers
- Experience integrating WFM with telephony/CRM/reporting systems (Five9, Twilio, Zendesk)
- API and scripting experience (REST/SOAP, JavaScript, Python) for automation and integrations
- Familiarity with data governance, access controls, and InfoSec collaboration
- Vendor and change management experience, especially in outsourced/BPO environments
- Ability to analyze WFM data and partner with stakeholders to improve operational outcomes
- Strong written and verbal communication and cross-functional collaboration skills
Responsibilities
- Own system administration and strategic development of WFM platforms, primarily NICE IEX.
- Lead implementation, configuration, and lifecycle management of WFM tools across internal and vendor operations teams.
- Partner with capacity planners and vendor partners to ensure accurate forecasting, scheduling, and real-time adherence support.
- Manage integrations between IEX and telephony/CRM/reporting platforms (e.g., Five9, Twilio, Zendesk).
- Collaborate with InfoSec, Internal Audit, and Compliance to enforce data governance and system access controls.
- Identify and deliver automation and process improvement opportunities in WFM tooling.
- Serve as SME and mentor to junior systems staff and vendor admins on WFM best practices.
- Perform administrative tasks such as user provisioning, audit logging, and system hygiene quickly and accurately.
Education
- Bachelor's degree in Computer Science, Information Systems, Engineering, Business, or related field preferred, or equivalent experience
- Relevant WFM platform certifications preferred (e.g., NICE IEX)
Benefits
- Competitive base salary, bonus eligibility, and equity package
- 401(k) match
- Medical, dental, vision, life, and disability insurance
- Generous vacation policy, company-wide paid days off, and Chime Days
- Up to 24 weeks paid parental leave for birthing parents; 12 weeks for non-birthing parents
- Annual wellness stipend
- Backup child/elder/pet care and subsidized commuter benefit (location dependent)
- Family planning support via Maven with up to $15k lifetime reimbursement
- 1% volunteer time to support local community organizations
- Regular in-person and virtual team events
Average salary estimate
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