Workforce Management Systems Specialist

About the role

The NICE software liaison is responsible for troubleshooting issues and executing fixes with IT, business partners, and vendors. The role works with the WFM team to identify system enhancement opportunities, provides system support and training, audits operational data, and delivers analysis and recommendations to senior leadership.

Responsibilities

• Troubleshoot NICE software issues and execute fixes in collaboration with IT, business partners, and vendors.
• Identify system enhancement opportunities and provide support and training for the WFM team to improve efficiency.
• Audit WFM operational data and recommend accuracy, efficiency, and productivity improvements to leadership.
• Manage projects related to holiday builds, PTO requests, and system/application upgrades and enhancements.
• Leverage data to produce observations, visuals, charts, and graphs, translating findings into actionable recommendations.
• Create, organize, test, and maintain data in applications such as the NICE WFM system, Excel, SQL, and Power BI dashboards for reporting needs.
• Document processes, queries, data tools, data tables, data sources, and data flows.
• Collaborate across departments to troubleshoot and resolve reporting and data discrepancies.

Skills and Qualifications

• Experience with NICE WFM system.
• Proficiency in Excel, SQL, and Power BI for data analysis and dashboard creation.
• Strong analytical skills with the ability to translate data findings into clear, actionable recommendations.
• Project management experience, especially for system upgrades and holiday/PTO processes.
• Effective communication and training abilities for cross‑functional teams.
• Ability to document technical processes and data flows comprehensively.

Benefits

Uline is committed to offering exceptional benefits and perks. Learn more about the employee benefits at Uline Careers – Working Here.