NICE Workforce System Administrator 

Philippines, Manila 

144958016

How will you make an impact?

• 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.

Have you got what it takes?

• 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

Manager, Workforce Analysis, CX
Individual Contributor