About this role

Support the optimization of Verint WFM platform within the Performance Enablement Organization (PEO).
Translate business, operational, and compliance requirements into clear, well-documented system configurations.
Configure, test, and maintain Verint solutions aligned to best practices and enterprise standards.
Partner with operational leaders to understand business needs and pain points.
Document all configuration decisions, dependencies, and impacts.
Support enterprise governance standards for configuration, naming conventions, versioning, and change management.
Operate effectively in an agile, matrix‑based environment.

Bachelor’s degree in Business Administration, Information Systems, Operations, Analytics, related field, or equivalent experience
1–3 years of experience in operations analysis, business analysis, quality technology, workforce optimization, or CX platform support roles
Exposure to contact center and/or back‑office environments
Experience configuring or supporting enterprise CX/WFO/WEM platforms such as Verint, NICE, Genesys, Calabrio, or comparable solutions with Verint strongly preferred
Experience supporting system implementations, enhancements, or preferred migrations

Operational Analyst – Verint Workforce Management Configuration

Key skills