Systems Admin WFM NICE IEX

    • Tampa, FL

RESPONSIBILITIES:
Kforce has a client that is seeking a Systems Admin WFM NICE IEX in Tampa, Florida (FL). Summary of Primary Job Responsibilities:

  • Provides consulting and functional expertise to call centers on the functionality and performance of the NICE IEX Totalview Release 4 Workforce Management System (WFM)
Responsibilities include, but are not limited to:
  • Developing models and reporting guidelines needed for analysis, measurement and/or assessment of volume and productivity data
  • Will coordinate the interface between programmers and users, as well as obtain specification from users to establish specific output information requirements
  • Train and coach users of WFM system
  • Tier one technical support for WFM system
  • Application support for all end users
  • Coordinate technical support from WFM Vendor on escalated issues


REQUIREMENTS:
  • Four-year college degree or equivalent combination of education and experience
Experience Target
  • IEX Totalview Version 4x required
  • 3+ years of experience in planning, implementing, utilizing, and supporting workforce management system in call center environment
  • Business Objects and/or database experience desired
  • Strong analytical skills
  • Strong technical documentation and problem solving skills
  • Proficiency using Microsoft Word, Access, and Excel
  • Ability to speak to audience at correct level there are many interfaces to the business
  • Proven experience consulting with customers, peers, and teams
  • Ability to evaluate requirements and make sound recommendations
  • Proven Oracle and/or SQL database
  • Terminal server experience
Other: Travel Required up to 20% of time Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.


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