WF Intelligence System Sr. Specialist

• Monitor the health, availability, and performance of Verint Workforce Management (WFM), Intradiem, and related workforce intelligence platforms. 

• Perform proactive system checks to ensure accuracy, reliability, and functionality. 

• Triage incidents and issues by identifying root causes, applying basic troubleshooting, and documenting findings. 

• Escalate unresolved issues to vendors (Verint, Intradiem) or internal support teams as appropriate. 

• Partner with IT, operations, and vendor support to ensure timely resolution of issues. 

• Provide clear updates to stakeholders on system health, incidents, and resolution progress. 

• Assist with routine maintenance activities such as configuration checks, user access validation, and scheduled updates. 

• Maintain detailed documentation and contribute to knowledge-sharing across the team. 

Qualifications 

• High school diploma , bachelor’s degree in IT, Computer Science, or related field preferred. 

• 1–3 years of experience supporting enterprise applications or workforce management platforms. 

• Familiarity with Verint WFM and/or Intradiem strongly preferred, experience with similar workforce optimization tools a plus. 

• Strong problem-solving and troubleshooting skills with keen attention to detail. 

• Excellent written and verbal communication skills. 

• Ability to follow structured escalation processes and collaborate effectively with vendors and internal teams. 

• Strong organizational skills with the ability to manage multiple issues and priorities in a fast-paced environment. 

Preferred Skills 

• Knowledge of contact center operations and workforce management practices. 

• Experience working with IT incident management processes (e.g., ITIL framework). 

• Familiarity with creating and maintaining documentation or playbooks for recurring issues.