Workforce Management Specialist IV

Job description

The **WFM Enablement System Specialist IV** will serve as a global functional expert and key point of contact for the NiCE/IEX WFM ecosystem. This role will support internal COEs, external BPO partners, and regional WFM teams by providing system guidance, resolving user queries, supporting tool adoption, and coordinating system-related changes and launches. The role requires strong functional knowledge of WFM systems, especially **NiCE/IEX** , along with excellent communication, stakeholder management, documentation, storytelling, and problem-solving skills. The specialist will partner closely with the WFM Systems Tools Manager and cross-functional teams to ensure smooth system operations, consistent processes, and effective enablement across regions. As AI continues to become an important part of day-to-day work, this role also requires knowledge of how to use approved AI tools responsibly to improve productivity, summarize information, support documentation, analyze recurring issues, and create clear stakeholder-ready communication. **Key Responsibilities** **System Support & Functional Expertise** - Serve as a primary support contact for NiCE/IEX WFM-related questions, issues, and system functionality. - Provide day-to-day guidance to COE, BPO, and regional WFM users on system usage and best practices. - Troubleshoot functional system issues and partner with technical teams, vendors, or internal support teams for resolution. - Review and validate system configurations such as OUs, MUs, skills, queues, activities, schedules, integrations, and user access. - Support issue investigation related to scheduling, forecasting, RTA feeds, historical data, activity codes, reason codes, and system behavior. **Stakeholder & Partner Management** - Partner with regional WFM leaders, COE teams, BPO vendors, operations teams, and system owners to support business needs. - Communicate system updates, process changes, known issues, and operational impacts clearly to stakeholders. - Coordinate with cross-functional partners for launches, migrations, integrations, and system enhancements. - Act as a bridge between business users and technical teams to ensure requirements and issues are clearly understood. - Use strong storytelling skills to explain complex system issues, risks, updates, and business impact in a simple and structured way. **Project & Change Management Support** - Support global NiCE/IEX deployment, migration, and enablement activities. - Track project timelines, risks, dependencies, action items, and open issues. - Gather requirements from regional and vendor teams for new entities, queues, skills, activities, and system changes. - Support testing, validation, UAT, launch readiness, and post-launch stabilization. - Help prepare communication plans, training materials, FAQs, SOPs, and knowledge documentation. **Process Governance & Documentation** - Maintain accurate documentation for WFM system processes, configuration standards, and support workflows. - Create and update SOPs, job aids, user guides, and troubleshooting steps. - Ensure system changes follow governance, approval, and audit requirements. - Support standardization across COEs and BPOs to reduce manual work, avoid inconsistencies, and improve operational efficiency. **Reporting, Analysis & Continuous Improvement** - Monitor recurring system issues and identify opportunities for process improvement. - Analyze support tickets, user feedback, and system gaps to recommend enhancements. - Support reporting and validation for integration outputs, schedule data, RTA feeds, historical data, and user access. - Drive continuous improvement by simplifying processes and improving user experience. **AI Enablement & Productivity** - Demonstrate working knowledge of approved AI tools and how they can be used responsibly in daily workflows. - Use AI tools to support documentation, issue summaries, FAQs, stakeholder updates, training content, and process improvement. - Identify opportunities to use AI to reduce repetitive manual work and improve knowledge management. - Ensure AI usage follows company-approved guidelines, data privacy expectations, and responsible-use practices. **Required Skills & Qualifications** - Hands-on experience with NiCE/IEX WFM or similar WFM platforms. - Strong understanding of Workforce Management processes - Strong analytical and problem-solving skills. - Ability to troubleshoot system issues and translate technical details into simple business language. - Strong communication, presentation, and storytelling skills. - Knowledge of how to use approved AI tools responsibly to support productivity, documentation, summarization, analysis, and stakeholder communication. - Experience working with global stakeholders, COEs, BPOs, vendors, and cross-functional teams. - Ability to manage multiple priorities, projects, and support requests in a fast-paced environment. - Strong documentation skills, including SOPs, process flows, FAQs, and training materials. - Attention to detail and ability to validate data/configuration accurately. **Preferred Qualifications** - Experience supporting NiCE/IEX configuration, entity creation, skills, queues, activities, MUs/OUs, and scheduling rules. - Experience with system migrations, integrations, UAT, and launch readiness. - Familiarity with JIRA or similar ticketing tools. - Experience supporting both internal COE and external BPO environments. - Understanding of WFM integrations such as RTA feeds, historical data, time-off sync, worker schedule sync, and activity/reason code mapping. - Experience creating training materials and conducting enablement sessions for global users. - Experience using AI tools for documentation, summarization, process improvement, communication, or knowledge management. Ability to create clear executive summaries, business updates, and stakeholder narratives using data and operational insights. **Ready to Ride?*