Systems Analyst, CS Workforce Management

Collaborate with cross-functional teams to implement strategic initiatives, integrations, and system enhancements that support evolving business needs. Support the integration of third-party adjuncts and internal tools into the WFM platform, including requirements gathering, validation, troubleshooting, and ongoing support. Validate and reconcile data from upstream sources (e.g., ACD, CRM, Data Warehouse) to ensure accuracy and integrity within the WFM system; partner with Data & Reporting and Data Science teams to resolve discrepancies. Provide Tier 1 technical support and troubleshooting of the WFM platform for internal stakeholders and external partners, escalating complex issues as needed. Manage user provisioning, licensing, and profile audits, maintaining security and compliance standards. Develop, document, and continuously improve team standards, procedures, and best practices. Serve as a technical advisor and subject matter expert to the workforce management community, fostering strong relationships with business partners, IT peers, and third-party vendors. Stay current with industry trends, system upgrades, and emerging technologies to proactively recommend improvements. Contribute to a collaborative, inclusive, and innovative team culture, supporting enterprise architects, infrastructure, support, and other IT teams. BA/BS degree or equivalent work experience in a systems/application support or analysis role. 3+ years' experience working with third-party WFM Contact Center applications (Calabrio, NICE IEX, Aspect WFM, Verint, Teleopti, etc.) or equivalent application support experience . Experience using a third-party contact routing platform (Avaya, Genesis, Sprinklr). Experience with or exposure to Generative AI (e.g., LLMs) and prompt engineering for data analysis, forecasting, reporting, process automation or similar. Expert-level Google sheets /Excel skills (complex calculations, pivot tables, external data links) Demonstrated ability to gather, combine, and validate complex data from multiple sources. Proven troubleshooting and problem-solving skills; ability to work effectively in a fast-paced, evolving environment. Excellent communication and relationship-building skills; experience collaborating with cross-functional teams and external partners. Commitment to continuous improvement, innovation, and supporting a culture of accountability and inclusion.