WFM Product Expert

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

Summary
We are seeking a WFM Product Expert to lead the enablement, adoption, and optimization of our Workforce Management product offerings. This role serves as the bridge between product development, implementation teams, and customers—ensuring that WFM capabilities are fully understood, utilized, and continuously improved. The ideal candidate combines deep WFM domain expertise with product knowledge and strong communication skills.

Key Responsibilities:

• Serve as the subject matter expert on WFM product features, functionalities, and integrations.
• Act as the primary expert and advisor on WFM methodologies, tools, and best practices across the organization.
• Work closely with implementation teams to ensure proper configuration and onboarding of WFM tools.
• Deliver product training, documentation, and best practices to internal teams and customers.
• Assist in developing product roadmaps by contributing insights on user behavior, competitor capabilities, and industry trends.
• Investigate and resolve complex WFM product issues, acting as a liaison between customer support and product engineering.

 Required Qualifications:

• Bachelor’s degree in Business, Computer Science, or a related field.
• 4+ years of experience in WFM operations or technology (contact center experience preferred).
• In-depth knowledge of WFM solutions (e.g., NICE IEX, Verint, Genesys WEM, or similar).
• Strong understanding of WFM processes such as forecasting, scheduling, real-time management, and reporting.
• Excellent communication and presentation skills to engage technical and non-technical stakeholders.
• Proven ability to translate business needs into product requirements and actionable recommendations.

What’s in It for You? 
Join an ever-growing, market-disrupting global company where teams of top talent work in a fast-paced, collaborative, and creative environment. NICE offers endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate about innovation and thrive in dynamic settings, this is your chance to make an impact.

Flexible Work Model:
Experience the NICE-FLEX hybrid model with two days in the office and three days of remote work per week, fostering collaboration and innovation while maintaining work-life balance.

Requisition ID: 7160
Reporting To: Tech Manager
Role Type: Individual Contributor

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.