Description

You provide technical design guidance and domain expertise to optimize Workforce Management solutions and drive system adoption.

This role is on-site.

Responsibilities

• Facilitate application design workshops, configuration, and usage testing sessions.
• Deliver contact center performance improvements through WFM program recommendations.
• Collaborate with Business Consultants to align application design with project success criteria and roadmaps.
• Perform financial analysis, benefits/impact analysis, and create ROI models for WFM domains.

Required Skills

• 3+ years of experience supporting contact center environments with Workforce Management.
• Deep and broad understanding of WFM solutions.
• Full bilingual proficiency in written and verbal English.
• Proven ability to manage project stakeholders and provide thought leadership.
• Strong verbal, written, and presentation skills.
• Degree in a related discipline.

Preferred Skills

• Experience with NICE WFM solutions.
• Multi-industry experience.

Key Skills

Education

Any Gradute