WFM Analyst- IEX Administrator (#25611292)

Workforce Management (WFM) IEX Systems Administrator is responsible for maintaining our WFM back end/front end systems and tools, standing up, and managing the IEX WFM process across multiple teams. The scope also includes providing SME expertise on the tool as needed. This role requires excellent troubleshooting and problem-solving skills, and the ability to succeed in a fast-paced, technical, and user experience environment. This role is responsible for the ongoing support, user training, and maintenance of our Workforce Management systems and tools (IEX) and Nice InContact.

• • • Responsible for the ongoing support, user training and maintenance of our Workforce Management systems and tools
    • Troubleshooting any issues with or enhancements to WFM Systems and coordinating with the applicable parties to ensure the proper resolutions are met in a timely manner.
    • Ensures the accuracy and timeliness of all data flowing to and from WFM systems. Respond to reported issues, requests & inquiries of a problematic technical or functional nature and suggest or deploy fixes and enhancements.
    • Setup user access to systems and/or services. Creates and updates profiles, and permissions, and maintains user accounts.
    • Participate in cross-functional activities such as requirements gathering, review, and user acceptance testing.
    • Works with internal IT support teams and vendor technical support, as needed.

• • • 3+ years of experience supporting Contact Center operations
    • 3+ years of experience with systems administration of WFM software (NICE IEX)
    • Excellent oral and written skills
    • 3+ years of experience supporting Contact Center operations
    • 3+ years of experience with systems administration of WFM software (NICE IEX)
    • Bachelor’s degree or equivalent years of industry experience.

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s 30+-year track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.

ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.

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