NICE IEX Workforce Administrator
TELUS International
Ortigas Center
27m ago

Basic Information

Description and Requirements

Specific responsibilities

Respond to user inquiries & trouble tickets related to application functionality, access, and performance

Perform troubleshooting with users

Receive, assess and perform changes, updates, deletes for system configuration items (eg. Agent Definition, Agent Data Groups, Management Units, Contact Types), leveraging experience to ensure that changes do not impact other users or system performance.

Interact with supplier technical resources (NICE Systems) to resolve issues that cannot be cleared within the team, including creating & managing trouble tickets in the NICE WISER ticketing system

Required Experience

At least 2 years of hands-on experience as an application administrator for NICE WFM (also known as IEX), using version 6.5 or newer.

Demonstrated experience working directly with application users to troubleshoot issues with application functionality or performance

Proven experience in managing or assisting in major system changes / upgrades involving testing and communication

Experience with NICE Employee Engagement Manager (EEM) is a bonus

Measures of Success

Meet or exceed turnaround time for trouble tickets (2 hrs) and change requests (typically 48 hrs)

First contact resolution solving problems correctly the first time through effective troubleshooting

Provide guidance and recommendations to the Product Manager for improvements in process effectiveness

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