IntouchCX Looking for WFM Systems Administrator at Hyderabad, Telangana Full Time

IntouchCX is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world’s biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.

For more on our culture, follow the link to Our Story – https://youtu.be/GinyJ-abWJs

About the Job

The WFM System Administrator will plan the desired strategy in managing the NICE IEX Workforce Management application & Avaya. This person will also assist and guide the WFM System Coordinator in handling the overall functionality of the tools.

The ideal candidate will process intake requests on issues, projects or changes from internal customer/clients, innovating processes to improve efficiency of WFM processes, managing SharePoint sites for IEX Admin and WFM teams while completing daily and weekly audit processes.

This role collaborates with internal Workforce teams, Operations, IT, Shared Services Management to deliver a successful tool for its customers.

As WFM System Administrator, You Will…

Manage tool implementation and any efficiency gains through maximizing the tool for all WFM portfolios:

ACD integration within IEX (InTouchCX or client tools)

Create and maintain entities in IEX WFM (Enterprise Group, Management Unit, Contact Type, Queues, Weekly & Daily work rules, etc.)

Perform timely audits on Entities and other features to maintain hygiene/rationality in IEX tool and to check for gaps with the WFM portfolios

Manage Avaya functionalities such as coordination of split skill definitions, creation of user access and applying end user functionalities

Respond to tickets raised by users on queries and functional related concerns in WFM Systems (e.g. IEX, Avaya, etc.)

Assist teams to create Adhoc reports from the IEX tool

Articulate trends and analysis of IEX related data with business owners

Work with NICE to troubleshoot issues related to IEX and IT to resolve technical issues of the IEX environment

Create existing processes for setup and reports related to maintenance, answer inquiries, advanced troubleshooting, on new features in IEX to be able to standardize and improve these processes to maximize efficiencies

Perform regular audits/review of the Coordinator’s tasks, reports and maintenance of the WFM tool to ensure accuracy & timeliness on deliverables

Create development plans for team members based on performance & personal goals

Requirements

As WFM System Administrator, You Have…

University/College Degree or equivalent experience

Must have 3+ of BPO contact center experience

3 years minimum of WFM System administration experience

2+ years experience of managing a WFM team

Advanced troubleshooting and implementation skills in IEX

Experience on Contact Center Platforms (e.g. Avaya, Genesys, Ring Central, Talkdesk, Five9 etc.)

Knowledge in:
programming languages like SQL

smart sync imports and export files

reporting platforms and formulas, macros, pivot tables and graphs

MS Office Tools or Google Apps (Office, Excel, PPT)

Possess resourcefulness and integrity

Superior planning organizational skills with the ability to follow through

Creative interpersonal, problem solving and decision making skills

Technological capabilities

Strong communication and leadership skills (Public speaking, active listening, giving and receiving feedback, presenting and excellent non-verbal communication)

By signing this application, the applicant consents to IntouchCX collecting, using and retaining hisher personal information for purposes relating to the application process and if hired, the employment relationship.

Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.