1+ months

Systems Administrator NICE - IEX

Manila, NCR
  • Job Code
Job Description with Skills
Requesting Workforce Management application experience in NICE-IEX and Verint but will consider someone who has experience with Verint, or Genesys WFM.
Responsible for:

  • The support and maintenance of multiple workforce management environments including server and client troubleshooting of complex issues and providing support.
  • Working directly with the vendor to escalate and monitor problems our team is not able to resolve internally. Vendor escalation and ticketing process is specific to each vendor.
  • Documenting, testing and deploying large system upgrades including both infrastructure and application upgrades
Desired Qualifications:

  • Workforce Management experience including implementation, ongoing maintenance of schedules and staffing database, and the development of ad-hoc reports
  • Experience supporting the network, software and hardware for multiple systems throughout the enterprise. This support included working directly with internal customers and vendors to solve easy to complex problems
  • Experience integrating WFM with multiple telephony adapters; Avaya CMS, Genesys UIP, Aspect IPT, Cisco UCCE.
  • Application Tier experience on multiple server platforms; Windows Server 2008/2012 and Red Hat Linux.
  • Previous experience in Wells Fargo or any other financial organization is a plus.
Actual Work to be completed

  • Provide server application shutdown, restart, and verification support during scheduled maintenance and patching as needed. The resource will be required to log into a Windows server (via Breakglass) and a UNIX RedHat server (via BOKS) to manually shutdown and startup the Workforce Management application.
    • Scripting knowledge: Review process and recommend efficiencies to our patching process
  • The resource will be given access to multiple Workforce Management applications (NICE IEX, Aspect, Verint, Genesys) to verify all functionality has been restored after the maintenance is completed.
  • Deploy changes (scheduled Change Requests) to the enterprise. Work details will be clearly documented and attached to the CR.
    • Send notifications out to the team and LOB before and after any scheduled or unscheduled changes and outages.
  • Monitor trouble ticket queue and work towards resolution.
  • Provide a warm hand-off of outstanding work to next shift

Desired Shifts / matching shifts schedules with Call Recording : Night Shift ( EST day time)


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Systems Administrator NICE - IEX

Wells Fargo
Manila, NCR

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Wells Fargo
Manila, NCR

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