**Main Responsibilities and Deliverables** **Strengthen** **relationships**: - Responsible for successful delivery of contact center performance improvement via Workforce Management program recommendations resulting in highly satisfied, referenceable customers - Develop and maintain relationships with customers to ensure continued satisfaction - Assess current customer tools and processes and gather requirements needed to make design and configuration decisions - Provide input into the project plan, deadlines, dependencies, and overlaying VRS activities - Partner with other NICE team members to provide an excellent customer experience and internal collaboration to develop improved process recommendations - Complete required project documentation on time, submit timecards according to policy, and track to annual objectives. - Stay up to date with Industry standards and processes of Workforce Management and produce collateral, whitepapers etc. that help promote NICE Value Realization Services - Provide support to perform financial analysis, benefits/impact analysis and create ROI models for the Workforce Management specific domains - Develop repeat business opportunities via successful delivery, credibility and thought leadership provided - Identifying additional solution opportunities and providing information to account team - Deep and broad understanding of the WFM solution (NICE WFM a plus) - Minimum of 3 years of experience supporting a contact center environment with Workforce Management - Proven ability to work independently while effectively handling project stakeholders, provide thought leadership, and gain strategic partnership - Providing support to contact center teams and demonstrated operational performance improvements with benefit - Excellent verbal, written communication and presentation skills are a must - Multi-industry experience preferred