Systems Analyst, CS Workforce Management

Netflix
Panama
Workplace: RemoteFull timeUSD 95,000 - 147,000 annuallyFunction: IT Support & HelpdeskExperience: 3+ yearsEducation: bachelorsSkills: ["Troubleshooting","Problem-solving","Communication","Relationship-building","Continuous improvement"]

Support and optimize the global Workforce Management (WFM) platform for Netflix’s Customer Service organization. You’ll administer and enhance WFM applications and integrations, validate and reconcile data from systems like ACD, CRM, and data warehouses, and deliver Tier 1 troubleshooting for internal stakeholders and external partners. Working closely with Operations, CS Product & Tech, Engineering, and Data Science, you’ll improve reliability, data integrity, and operational efficiency across the WFM ecosystem.

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FursaFursa
Netflix
Netflix
1 day ago

Systems Analyst, CS Workforce Management

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Support and optimize the global Workforce Management (WFM) platform for Netflix’s Customer Service organization. You’ll administer and enhance WFM applications and integrations, validate and reconcile data from systems like ACD, CRM, and data warehouses, and deliver Tier 1 troubleshooting for internal stakeholders and external partners. Working closely with Operations, CS Product & Tech, Engineering, and Data Science, you’ll improve reliability, data integrity, and operational efficiency across the WFM ecosystem.
Location: Panama
Workplace: Remote
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Mid level

Key Responsibilities

  • •Administer, maintain, and optimize the global Netflix WFM platform to ensure reliability and accuracy.
  • •Collaborate with cross-functional teams to implement integrations, system enhancements, and strategic initiatives.
  • •Support third-party adjunct integrations by gathering requirements, validating, troubleshooting, and providing ongoing support.
  • •Validate and reconcile data from upstream sources (e.g., ACD, CRM, data warehouse) and resolve discrepancies with Data & Reporting and Data Science.
  • •Provide Tier 1 technical support and troubleshoot WFM platform issues, escalating complex problems as needed.

Pay and Benefits

Salary: USD 95,000 - 147,000 annually
Equity and Bonus:Equity
Perks:Health Insurance401kEquityPaid LeaveDisability InsuranceLife Insurance

Key Requirements

  • •BA/BS degree or equivalent work experience in a systems/application support or analysis role.
  • •3+ years’ experience supporting third-party WFM Contact Center applications (e.g., Calabrio, NICE IEX, Aspect WFM, Verint, Teleopti).
  • •Experience with third-party contact routing platforms (e.g., Avaya, Genesis, Sprinklr).
  • •Experience with or exposure to Generative AI (LLMs) and prompt engineering for data analysis, forecasting, reporting, or process automation.
  • •Expert Google Sheets/Excel skills, including complex calculations, pivot tables, and external data links.
Experience:3+ yearsContact centerWorkforce managementWFMData analysisGenerative AI
Education:Bachelor's
Skills:TroubleshootingProblem-solvingCommunicationRelationship-buildingContinuous improvement
Tech Stack:CalabrioNICE IEXAspect WFMVerintTeleoptiAvayaGenesisSprinklrGoogle SheetsExcelACDCRMData WarehouseLLMsPrompt engineering

Company Brief

Netflix
Global subscription streaming service that produces and distributes movies, TV series, and games across multiple devices, operating worldwide with extensive original content and localized offerings.
Industry: Streaming Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Los Gatos, United States
Founded: 1997
Glassdoor
Glassdoor: 4.1
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