Workforce System Administrator

Summary

Join NICE, a global leader in innovative software solutions, and become our WFM NICE IEX Administrator. This critical role ensures the accurate configuration, maintenance, and optimization of our workforce management system, impacting workforce planning, employee productivity, and service delivery. You will configure and maintain the system, troubleshoot issues, collaborate with stakeholders, and provide user support. Data integrity, system efficiency, and seamless user experience are paramount. This position requires a Bachelor's degree, at least two years of hands-on experience with NICE IEX WFM in a contact center, and strong analytical and communication skills. NICE offers a flexible hybrid work model (NICE-FLEX) with opportunities for growth and development within a dynamic and collaborative environment.

Requirements

• Bachelor’s degree (BSc), preferably in Logistics, Mathematics, Economics, or related fields
• Proficient in Business English – both written and verbal
• Minimum of 2 years of hands-on experience with NICE IEX Workforce Management (WFM) , ideally in a Contact Center environment
• Deep understanding of WFM systems , with a focus on configuration, scheduling, and real-time management
• Strong skills in data analysis and the creation of insightful performance reports
• Proven ability in troubleshooting and effective problem resolution
• Excellent communication skills , able to work effectively across teams
• Strong time management and organizational abilities
• High level of accuracy and attention to detail
• Accountability and ownership of tasks and responsibilities
• Strong collaboration skills and a team-oriented approach
• A customer-centric mindset , focused on delivering value through workforce solutions

Responsibilities

• Configure, maintain, and troubleshoot the NICE WFM IEX system, including user setup, skills assignments, schedules, and organizational structures
• Ensure the integrity of data feeds and outputs related to workforce productivity, adherence, and performance
• Collaborate with operations, WFM teams, IT, and other stakeholders to ensure the system meets business and operational requirements
• Serve as the main point of contact for NICE WFM IEX system updates, enhancements, and issue resolution
• Support integration efforts with other platforms (e.g., telephony, CRM, etc)
• Maintain accurate system documentation, including process workflows, configuration logs, and user guides
• Conduct routine audits to ensure data accuracy and system performance
• Provide training and support for users and stakeholders on WFM tools and system functionalities
• Respond to user inquiries and trouble tickets related to application functionality, access, and performance
• Perform system troubleshooting directly with users, applying deep knowledge to resolve issues efficiently and minimize disruption
• Create and manage tickets in the NICE WISER ticketing system for issues that require escalation or vendor intervention
• Innovate and improve system processes to enhance WFM team efficiency, accuracy, and user experience

Benefits

• Enjoy NICE-FLEX!
• At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week