Job Title: NICE QA and WFM Specialist Experience: 8–10 Years (with relevant NICE CCaaS certifications)

Location: [Specify: Remote / Onsite / Hybrid — as applicable]

Job Summary We are seeking a highly skilled NICE Quality Assurance (QA) and Workforce Management (WFM) Specialist with deep expertise in NICE CCaaS solutions. The ideal candidate will have hands-on experience in NICE Engage QA (v7.5) , Nexidia QC (v12.5) , and NICE WFM (v8.0.3) . The role requires managing QA frameworks, speech analytics, and workforce planning to optimize contact center performance and compliance.

Key Responsibilities Quality Assurance (QA) – NICE Engage 7.5 / Nexidia QC 12.5

- Configure, maintain, and optimize NICE Engage QA and Nexidia QC environments.
- Develop QA forms, evaluation templates, and call calibration processes.
- Perform speech and interaction analytics for quality monitoring and insights.
- Collaborate with operational teams to improve agent performance and CX metrics.
- Troubleshoot QA platform issues and coordinate with NICE Support for escalations.
- Generate and analyze reports for call quality, compliance, and performance KPIs.
- Integrate Nexidia Analytics for advanced speech-to-text and sentiment analysis.

Workforce Management (WFM) – NICE 8.0.3

- Forecast workload, schedule agents, and monitor adherence using NICE WFM.




- Calibrate forecasts with business trends and contact volume patterns.
- Generate and automate WFM reports for management dashboards.
- Implement optimization strategies for staffing and shrinkage control.
- Support end-user training, process documentation, and system upgrades.
- Work closely with business stakeholders to align workforce capacity with SLAs.

Technical Skills Required

- NICE Engage 7.5 Administration and Troubleshooting
- Nexidia Quality Central 12.5 Speech Analytics
- NICE WFM 8.0.3 Configuration, Forecasting, and Scheduling
- Knowledge of NICE API Integrations and Data Models
- Strong SQL and data reporting skills
- Familiarity with call recording, tagging, and compliance workflows
- Knowledge of contact center KPIs and SLA management

Certifications (Preferred)

- NICE Certified Professional (NCP) – Engage / WFM
- NICE Advanced Certified Engineer (ACE) – QA / Analytics
- NICE Workforce Management Professional Certification

Soft Skills

- Strong analytical and problem-solving skills
- Excellent communication and documentation abilities
- Ability to work in cross-functional global teams
- Proactive and detail-oriented with solid ownership

Education

- Bachelor’s degree in Computer Science, Information Technology, or related field.
- Master’s degree preferred (optional).

📌 NICE QA and WFM Specialist (Andhra Pradesh)
🏢 Unified Consultancy Services
📍 Andhra Pradesh