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 robust 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 wi

📌 Workforce Management Specialist IV (Hyderabad)
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