Job
Description
We are looking for a Program Manager to maintain our NICE IEX WFM system infrastructure and integrated tools. The WFM System Admin will partner closely with cross-functional teams to deliver mission-critical initiatives while developing solutions that benefit Operations. This role requires excellent troubleshooting and problem-solving skills, with the ability to thrive in a fast-paced, technical environment. Success in this position requires high attention to detail and consistent delivery of quality results. Key Responsibilities: Manage and maintain global NICE WFM systems including SmartSync, Real-Time Adherence (RTA), and WebStation platforms Lead configuration and optimization of Enterprise Groups, Contact Types, Management Units, and integrated forecasting/scheduling processes Troubleshoot issues related to WFM systems and coordinate with NICE Support, IT teams, and other stakeholders to ensure timely resolution Configure and maintain data integrations including historical imports, real-time adapters, and system interface. Ensure accuracy and timeliness of all data flowing in/out of the system. Administer user access, security profiles, and permissions across WFM applications Configure and maintain activity codes, skills, agent data groups, and time off management settings Support and optimize schedule bidding, trading, and change management processes Create and maintain documentation for policies, procedures, and system configurations Participate in requirements gathering, testing, and deployment of system updates and enhancements Collaborate with IT support and NICE technical teams for issue resolution and system optimization Provide 24/7 on-call support coverage as needed for critical system issues Travel occasionally to other company locations for training or project implementation Required Skills/Experience: 3+ years experience administering NICE WFM or similar enterprise WFM systems Strong understanding of contact center operations and workforce management principles Proficiency in data analysis and problem solving Excellent project management and communication skills Knowledge of SQL and reporting tools preferred Background in contact center technologies (ACDs, dialers, etc.) Bachelors degree in related field or equivalent experience Drive strategic planning and implementation of NICE WFM platform including integrations and deployment while managing program budget and resources. Lead configuration and maintenance of Enterprise Groups, Contact Types, Management Units, and integrated data flows while ensuring optimal system performance and security. Oversee real-time adapter implementations (GACD/Connect Hybrid) and coordinate with IT, HR, and other stakeholders on technical integrations and data accuracy. Manage cross-functional projects including system upgrades, process improvements, and custom solution development using available APIs and tools. Partner with Operations leaders to understand business needs while providing executive-level reporting on system performance and project metrics. Ensure 24/7 system availability through proactive maintenance, troubleshooting complex technical issues, and providing escalation support. Develop and document best practices, standard procedures, and training materials while mentoring team members and building internal expertise. Lead testing, deployment, and change management activities across concurrent WFM initiatives while maintaining program timelines. Analyze system health, KPIs, and efficiency metrics to drive continuous improvement and optimization opportunities. Maintain system security, compliance standards, and business continuity plans while managing authentication and access controls. 3+ years of program or project management experience 3+ years of working cross functionally with tech and non-tech teams experience 3+ years of defining and implementing process improvement initiatives using data and metrics experience Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL Experience defining program requirements and using data and metrics to determine improvements 3+ years of driving end to end delivery, and communicating results to senior leadership experience 3+ years of driving process improvements experience Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization Experience building processes, project management, and schedules
