Configure WFM rules, activities, and profiles
Execute configuration changes under defined standards and design guidance
Participate in functional and regression testing, including test case execution and validation of expected results
Document all configuration decisions, dependencies, and impacts
Support enterprise governance standards for configuration, naming conventions, versioning, and change management
Assist with pre‑go‑live testing, post‑go‑live stabilization, and production validation
Maintain clear documentation to enable knowledge transfer and reduce
Partner with operational leaders to understand business needs and pain points
Work closely with PXOs, technology teams, and other Operational Analysts within PEO to deliver aligned solutions
Support reporting and enablement teams by providing configuration context and functional inputs
Operate effectively in an agile, matrix‑based environment

Bachelor’s degree in Business Administration, Information Systems, Operations, Analytics, or 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