Workforce Management System Administrator - Aspect/Intradiem

The Workforce Management System Administrator  will provide engineering and operational support for Aspect and Intradiem technologies within an enterprise environment. This role is responsible for incident response, problem management, and change execution, including evening and weekend support coverage. The right candidate will collaborate with vendors, developers, and engineering teams to ensure the reliability and continuous improvement of contact center applications.

This is a hands-on role requiring strong technical expertise in Aspect Workforce Management, Intradiem real-time automation, and reporting/analytics tools used across the enterprise contact center.

Key Responsibilities

• Application Support & Monitoring
• Proactively monitor and perform daily health checks of Aspect and Intradiem applications.
• Troubleshoot and resolve production issues impacting scheduling, forecasting, real-time adherence, or intraday workforce automation.
• Track and escalate issues with vendors or internal engineering teams to ensure timely resolution.
• Change Execution & Problem Management
• Execute system changes, configuration updates, and release deployments while maintaining strict change-control discipline.
• Perform root-cause analysis of system disruptions and drive corrective actions to prevent recurrence.
• Participate in upgrades, integrations, and cross-application projects involving Aspect, Intradiem, and reporting platforms.
• Collaboration & Stakeholder Engagement
• Partner with internal developers, architects, and external vendors to optimize the workforce management ecosystem.
• Provide technical knowledge transfer and documentation to Level 1/2 support staff.
• Effectively communicate status, risks, and solution recommendations to stakeholders at all levels.
• Technology Ownership
• Serve as a subject matter expert (SME) for  Aspect Workforce Management  and  Intradiem automation , ensuring optimal configuration and utilization.
• Support integration of these platforms with related applications such as reporting, agent performance, and AI-enabled contact center technologies.
• Recommend automation opportunities and enhancements to drive efficiency and scalability.

Required Qualifications

• 3+ years of IT support or operations engineering experience administering backend infrastructure for contact center workforce management and automation platforms — not limited to using these tools as an end user or reporting analyst.
• Direct experience with system-level administration of Aspect WFM (also known as Alvaria ) and Intradiem , including server/application configuration, platform architecture, database or SQL-level troubleshooting, and integration points with upstream/downstream systems (real-time automation, intraday management).
• Strong problem-solving and troubleshooting skills in production enterprise environments, including diagnosing issues at the application, server, database, or integration layer — not just within the user-facing scheduling/reporting interface.
• Experience managing incidents, executing controlled changes, and supporting major deployments, including hands-on change execution (configuration changes, patches, upgrades) rather than submitting change requests to a technical team.
• Solid understanding of enterprise contact center environments and dependencies (telephony, reporting, CRM), with the ability to troubleshoot integration and data-flow issues between these systems and the Aspect WFM / Intradiem platform — not just consume their outputs.

Preferred Qualifications

• Familiarity with  real-time adherence monitoring , scheduling optimization, and workforce automation best practices.
• Understanding of how workforce management tools integrate with  telephony, call routing, and reporting systems .
• Ability to explain complex workforce/automation concepts in clear, business-friendly terms.
• Strong written documentation skills to produce runbooks, SOPs, and technical reference material.
• Continuous learner, staying current on workforce management trends and emerging automation tools.

Additional Information

• This role requires  evening and weekend on-call support  participation.
• You will support  major incident bridges  and collaborate in high-urgency scenarios.
• Initial engagement will focus on  Aspect Workforce Management  and  Intradiem automation , with potential expansion into broader contact center transformation initiatives.

NA