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 key 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-funct

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