Program Manager, WF Products

Job Description

DESCRIPTION

Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. The PSAS team acts as the primary interface between Amazon and our business partners. We obsess over providing world-class support to Merchants selling on the Amazon platform. We strive to predict the Seller's needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers.

We are looking for a Program Manager to maintain our NICE IEX WFM system infrastructure and integrated tools. The WFM System Admin will partner closely with cross-functional teams to deliver mission-critical initiatives while developing solutions that benefit Operations. This role requires excellent troubleshooting and problem-solving skills, with the ability to thrive in a fast-paced, technical environment. Success in this position requires high attention to detail and consistent delivery of quality results.

Key Responsibilities:

Manage and maintain global NICE WFM systems including SmartSync, Real-Time Adherence (RTA), and WebStation platforms
Lead configuration and optimization of Enterprise Groups, Contact Types, Management Units, and integrated forecasting/scheduling processes
Troubleshoot issues related to WFM systems and coordinate with NICE Support, IT teams, and other stakeholders to ensure timely resolution
Configure and maintain data integrations including historical imports, real-time adapters, and system interface.
Ensure accuracy and timeliness of all data flowing in/out of the system.
Administer user access, security profiles, and permissions across WFM applications
Configure and maintain activity codes, skills, agent data groups, and time off management settings
Support and optimize schedule bidding, trading, and change management processes
Create and maintain documentation for policies, procedures, and system configurations
Participate in requirements gathering, testing, and deployment of system updates and enhancements
Collaborate with IT support and NICE technical teams for issue resolution and system optimization
Provide 24/7 on-call support coverage as needed for critical system issues
Travel occasionally to other company locations for training or project implementation

Required Skills/Experience:

3+ years experience administering NICE WFM or similar enterprise WFM systems
Strong understanding of contact center operations and workforce management principles
Proficiency in data analysis and problem solving
Excellent project management and communication skills
Knowledge of SQL and reporting tools preferred
Background in contact center technologies (ACDs, dialers, etc.)
Bachelor's degree in related field or equivalent experience

Key job responsibilities
Drive strategic planning and implementation of NICE WFM platform including integrations and deployment while managing program budget and resources.

Lead configuration and maintenance of Enterprise Groups, Contact Types, Management Units, and integrated data flows while ensuring optimal system performance and security.

Oversee real-time adapter implementations (GACD/Connect Hybrid) and coordinate with IT, HR, and other stakeholders on technical integrations and data accuracy.

Manage cross-functional projects including system upgrades, process improvements, and custom solution development using available APIs and tools.

Partner with Operations leaders to understand business needs while providing executive-level reporting on system performance and project metrics.

Ensure 24/7 system availability through proactive maintenance, troubleshooting complex technical issues, and providing escalation support.

Develop and document best practices, standard procedures, and training materials while mentoring team members and building internal expertise.

Lead testing, deployment, and change management activities across concurrent WFM initiatives while maintaining program timelines.

Analyze system health, KPIs, and efficiency metrics to drive continuous improvement and optimization opportunities.

Maintain system security, compliance standards, and business continuity plans while managing authentication and access controls.

BASIC QUALIFICATIONS

- 3+ years of program or project management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements

PREFERRED QUALIFICATIONS

- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

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