Operational Analyst - Verint Workforce Management Configuration

Gainwell Technologies LLC•Any city, OH

22h•$51,700 - $73,800•Remote

About The Position

Support the optimization of Verint WFM platform within the Performance Enablement Organization (PEO). This role translates business, operational, and compliance requirements into clear, well-documented system configurations. The role partners closely with operational leaders, Product Experience Owners (PXOs), reporting, enablement, and technology teams to configure, test, and maintain Verint solutions aligned to best practices and enterprise standards. This position focuses on hands-on configuration, testing, and documentation of Verint Workforce Management (WFM) rules, structures, and parameters to align scheduling, adherence, and staffing models with operational expectations of omnichannel and back-office teams. Focuses on system configuration rather than forecasting or scheduling execution.

Requirements

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

Responsibilities

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.