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Lead Administrator

Actively Reviewing the Applications

IKS Health

India, Maharashtra, Mumbai Full-Time On-site

Posted 3 hours ago • Apply by June 14, 2026

Job Description

Role Type

Individual Contributor (Single Contributor)

Role Summary

The NICE WFM Cloud Administrator is responsible for the configuration, administration, and ongoing support of the NICE Workforce Management Cloud platform. This role ensures accurate forecasting, scheduling, intraday management, and system performance to support contact center operations. The individual works independently and serves as the primary point of contact for NICE WFM Cloud system management.

Key Responsibilities

NICE WFM Cloud Administration

Configure and maintain NICE WFM Cloud modules including Forecasting, Scheduling, Intraday, and Reporting
Manage agent profiles, skills, queues, contracts, work rules, activities, and shifts
Maintain calendars, holidays, shrinkage assumptions, and exception rules
Configure and maintain user roles, access, and security permissions

Forecasting & Scheduling Configuration

Configure forecasting models, historical data mappings, and planning groups
Support forecast generation, schedule creation, and optimization
Ensure schedules comply with labor rules, SLAs, and organizational policies
Configure schedule automation, bidding, and self-service features (if applicable)

Intraday Management Support

Configure intraday thresholds, alerts, and re-forecasting rules
Support real-time adherence and intraday schedule adjustments
Assist operations with intraday scenario modeling and decision support

Integrations & Data Management

Manage and monitor integrations between NICE WFM Cloud and ACD/CCaaS platforms (e.g., NICE CXone, Genesys, Cisco, Avaya)
Validate data imports, exports, and API-based integrations
Troubleshoot data discrepancies and integration failures
Ensure data accuracy, completeness, and timeliness

Reporting & Analytics

Create, maintain, and optimize standard and custom WFM Cloud reports
Support operational and leadership reporting needs
Perform root cause analysis on forecast accuracy, adherence, and performance trends

Incident, Change & Vendor Management

Act as primary support contact for NICE WFM Cloud issues
Troubleshoot configuration, data, and performance issues
Coordinate with NICE Support on defects, outages, and enhancements
Support UAT, regression testing, and release validation for platform updates
Maintain configuration documentation and SOPs

Continuous Improvement & Governance

Apply NICE WFM Cloud best practices and recommend enhancements
Ensure compliance with audit, security, and data governance standards
Drive optimization of WFM processes and system usage

Required Skills & Experience

Technical & Functional Skills

Hands-on experience administering NICE WFM Cloud
Strong understanding of contact center WFM principles (forecasting, scheduling, shrinkage, adherence)
Experience with cloud-based WFM and CCaaS integrations
Strong analytical and reporting skills (Excel required; SQL/API knowledge preferred)
Understanding of US/India labor laws, union rules, and scheduling constraints

Soft Skills