Senior WFM Engineer

The Engineer to WFM Systems will provide support to the maintenance, enhancement and development of the two On-Prem NICE WFM systems.

This role will work closely with peer Engineers, our Nice Vendor, WFM teams, clients and other IT and operational departments. This engineer must possess strong communication and customer care skills.

Responsibilities:

• Maintain a strong working relationship with Engineering, Development, Change and Problem Management, and other key IT stakeholders to ensure optimal uptime of the system and enhancements to the current structure.
• Supporting the vendor in upgrades, new builds and troubleshooting.
• Configuration of ACD and multi-media integrations from a number of vendors.
• Regular restart of nodes and services within the NICE WFM software.
• Assist Database Engineers and Server Engineers in their maintenance.
• Assist Network Engineers in necessary tasks.
• Configure Smart Sync jobs.
• Work with Global Data Warehouse and other users to assist in data extraction.
• Work with other system owners and clients to assist with data extraction and feeds (Kronos, Intradiem etc)
• Maintenance of documentation related to the architecture of the system and all related data feeds in and out.
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Education

• Engineering or Computer Science graduate or equivalent experience
• ITIL certification is highly desirable
• Technical certification in Linux desirable
• NICE WFM Certification desirable

Experience Target

• 5+ years of experience at an Engineer level working with NICE WFM
• Linux and Oracle experience essential
• Proven track record of successful collaboration with global organization partners through projects.
• Independent mindset to action work without prompt.
• Highly process-oriented and data-driven with a proven capability to make data visible, execute data-driven action, and update processes accordingly
• Good presentation, oral, and writing skills
• Exceptional analytical and troubleshooting skills
• Strong dedication to customer service

Skills and Qualities

People: Strong experience in collaborative working across departments, vendors and clients.

Process: Experience in following and documenting technical processes.  

Organization: Ability to work in a fast paced, diverse, large organization.

Technology: NICE WFM, Linux, Oracle and some experience with SQL, F5 and server and database maintenance.

Travel  

This role requires occasional travel.