Workforce Management Specialist IV

The WFM Enablement System Specialist IV will serve as a global functional expert and key point of contact for the NiCE/IEX WFM ecosystem. This role will support internal COEs, external BPO partners, and regional WFM teams by providing system guidance, resolving user queries, supporting tool adoption, and coordinating system-related changes and launches.

The role requires strong functional knowledge of WFM systems, especially NiCE/IEX, along with excellent communication, stakeholder management, documentation, storytelling, and problem-solving skills. The specialist will partner closely with the WFM Systems Tools Manager and cross-functional teams to ensure smooth system operations, consistent processes, and effective enablement across regions.

As AI continues to become an important part of day-to-day work, this role also requires knowledge of how to use approved AI tools responsibly to improve productivity, summarize information, support documentation, analyze recurring issues, and create clear stakeholder-ready communication.

Key Responsibilities

System Support & Functional Expertise

• Serve as a primary support contact for NiCE/IEX WFM-related questions, issues, and system functionality.
• Provide day-to-day guidance to COE, BPO, and regional WFM users on system usage and best practices.
• Troubleshoot functional system issues and partner with technical teams, vendors, or internal support teams for resolution.
• Review and validate system configurations such as OUs, MUs, skills, queues, activities, schedules, integrations, and user access.
• Support issue investigation related to scheduling, forecasting, RTA feeds, historical data, activity codes, reason codes, and system behavior.

Stakeholder & Partner Management

• Partner with regional WFM leaders, COE teams, BPO vendors, operations teams, and system owners to support business needs.
• Communicate system updates, process changes, known issues, and operational impacts clearly to stakeholders.
• Coordinate with cross-functional partners for launches, migrations, integrations, and system enhancements.
• Act as a bridge between business users and technical teams to ensure requirements and issues are clearly understood.
• Use strong storytelling skills to explain complex system issues, risks, updates, and business impact in a simple and structured way.

Project & Change Management Support

• Support global NiCE/IEX deployment, migration, and enablement activities.
• Track project timelines, risks, dependencies, action items, and open issues.
• Gather requirements from regional and vendor teams for new entities, queues, skills, activities, and system changes.
• Support testing, validation, UAT, launch readiness, and post-launch stabilization.
• Help prepare communication plans, training materials, FAQs, SOPs, and knowledge documentation.

Process Governance & Documentation

• Maintain accurate documentation for WFM system processes, configuration standards, and support workflows.
• Create and update SOPs, job aids, user guides, and troubleshooting steps.
• Ensure system changes follow governance, approval, and audit requirements.
• Support standardization across COEs and BPOs to reduce manual work, avoid inconsistencies, and improve operational efficiency.

Reporting, Analysis & Continuous Improvement

• Monitor recurring system issues and identify opportunities for process improvement.
• Analyze support tickets, user feedback, and system gaps to recommend enhancements.
• Support reporting and validation for integration outputs, schedule data, RTA feeds, historical data, and user access.
• Drive continuous improvement by simplifying processes and improving user experience.

AI Enablement & Productivity

• Demonstrate working knowledge of approved AI tools and how they can be used responsibly in daily workflows.
• Use AI tools to support documentation, issue summaries, FAQs, stakeholder updates, training content, and process improvement.
• Identify opportunities to use AI to reduce repetitive manual work and improve knowledge management.
• Ensure AI usage follows company-approved guidelines, data privacy expectations, and responsible-use practices.

Required Skills & Qualifications

• Hands-on experience with NiCE/IEX WFM or similar WFM platforms.
• Strong understanding of Workforce Management processes 
• Strong analytical and problem-solving skills.
• Ability to troubleshoot system issues and translate technical details into simple business language.
• Strong communication, presentation, and storytelling skills.
• Knowledge of how to use approved AI tools responsibly to support productivity, documentation, summarization, analysis, and stakeholder communication.
• Experience working with global stakeholders, COEs, BPOs, vendors, and cross-functional teams.
• Ability to manage multiple priorities, projects, and support requests in a fast-paced environment.
• Strong documentation skills, including SOPs, process flows, FAQs, and training materials.
• Attention to detail and ability to validate data/configuration accurately.

Preferred Qualifications

• Experience supporting NiCE/IEX configuration, entity creation, skills, queues, activities, MUs/OUs, and scheduling rules.
• Experience with system migrations, integrations, UAT, and launch readiness.
• Familiarity with JIRA or similar ticketing tools.
• Experience supporting both internal COE and external BPO environments.
• Understanding of WFM integrations such as RTA feeds, historical data, time-off sync, worker schedule sync, and activity/reason code mapping.
• Experience creating training materials and conducting enablement sessions for global users.
• Experience using AI tools for documentation, summarization, process improvement, communication, or knowledge management.
• Ability to create clear executive summaries, business updates, and stakeholder narratives using data and operational insights.

Ready to Ride?

This isn't the kind of place where you follow a playbook — it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves — we'd love to hear from you.

You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits.

Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.

Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.