Systems Analyst, CS Workforce Management
Core
Administer, configure, and optimize the global Workforce Management (WFM) platform and its integrated ecosystem to ensure stability, data integrity, and operational efficiency for Netflix's Customer Service landscape.
Role type
Systems Analyst (Workforce Management)
Builds
Global WFM platform, integrated third-party tools, and data validation pipelines for Customer Service operations.
Domain
Customer Service / Workforce Management / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
WFM application administration, data validation and reconciliation, third-party system integration, Tier 1 troubleshooting, user provisioning and licensing management, complex spreadsheet analysis (Google Sheets/Excel), requirements gathering
Preferred skills
Experience with Generative AI and prompt engineering, industry trend analysis, process automation
Technologies
Calabrio, NICE IEX, Aspect WFM, Verint, Teleopti, Avaya, Genesis, Sprinklr, Data Warehouse
Responsibilities
Administer and optimize the global WFM platform; validate and reconcile data from upstream sources; support integration of third-party tools; provide Tier 1 technical support; manage user provisioning and security compliance; develop team standards and procedures.
Seniority
Mid-level, hands-on IC