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 robust 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.

📌 Workforce Management Specialist IV (Hyderabad)
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