Job Title: NICE QA and WFM Specialist
Experience: 8–10 Years (with relevant NICE CCaaS certifications)
Location:
[Specify: Remote / Onsite / Hybrid — as applicable]
Job Summary
We are seeking a highly skilled
NICE Quality Assurance (QA) and Workforce Management (WFM) Specialist with deep expertise in NICE CCaaS solutions. The ideal candidate will have hands-on experience in
NICE Engage QA (v7.5),
Nexidia QC (v12.5), and
NICE WFM (v8.0.3). The role requires managing QA frameworks, speech analytics, and workforce planning to optimize contact center performance and compliance.
Key Responsibilities
Quality Assurance (QA) – NICE Engage 7.5 / Nexidia QC 12.5
- Configure, maintain, and optimize NICE Engage QA and Nexidia QC environments.
- Develop QA forms, evaluation templates, and call calibration processes.
- Perform speech and interaction analytics for quality monitoring and insights.
- Collaborate with operational teams to improve agent performance and CX metrics.
- Troubleshoot QA platform issues and coordinate with NICE Support for escalations.
- Generate and analyze reports for call quality, compliance, and performance KPIs.
- Integrate Nexidia Analytics for advanced speech-to-text and sentiment analysis.
Workforce Management (WFM) – NICE 8.0.3
- Forecast workload, schedule agents, and monitor adherence using NICE WFM.
- Calibrate forecasts with business trends and contact volume patterns.
- Generate and automate WFM reports for management dashboards.
- Implement optimization strategies for staffing and shrinkage control.
- Support end-user training, process documentation, and system upgrades.
- Work closely with business stakeholders to align workforce capacity with SLAs.
Technical Skills Required
- NICE Engage 7.5 Administration and Troubleshooting
- Nexidia Quality Central 12.5 Speech Analytics
- NICE WFM 8.0.3 Configuration, Forecasting, and Scheduling
- Knowledge of NICE API Integrations and Data Models
- Strong SQL and data reporting skills
- Familiarity with call recording, tagging, and compliance workflows
- Knowledge of contact center KPIs and SLA management
Certifications (Preferred)
- NICE Certified Professional (NCP) – Engage / WFM
- NICE Advanced Certified Engineer (ACE) – QA / Analytics
- NICE Workforce Management Professional Certification
Soft Skills
- Strong analytical and problem-solving skills
- Excellent communication and documentation abilities
- Ability to work in cross-functional global teams
- Proactive and detail-oriented with strong ownership
Education
- Bachelor's degree in Computer Science, Information Technology, or related field.
- Master's degree preferred (optional).
