WF Intelligence System Sr. Specialist
Monitor the health, availability, and performance of Verint Workforce Management (WFM), Intradiem, and related workforce intelligence platforms. Perform proactive system checks to ensure accuracy, reliability, and functionality. Triage incidents and issues by identifying root causes, applying basic troubleshooting, and documenting findings. Escalate unresolved issues to vendors (Verint, Intradiem) or internal support teams as appropriate. Partner with IT, operations, and vendor support to ensure timely resolution of issues. Provide clear updates to stakeholders on system health, incidents, and resolution progress. Assist with routine maintenance activities such as configuration checks, user access validation, and scheduled updates. Maintain detailed documentation and contribute to knowledge‑sharing across the team.