Workforce Management System Administrator – Aspect, Intradiem

Job not on LinkedIn

🔥 11 minutes ago

⛰️ Colorado – Remote

⛰️ Colorado – Remote

💵 $85k - $115k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⌨️ Systems Administrator

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BETSOL

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

BETSOL is a global IT services company that offers a wide range of solutions to enhance business operations and efficiency. Their services include product engineering, DevOps, cloud enablement, application modernization, and security services. BETSOL specializes in cloud-native development, infrastructure automation, and application migration, providing enterprise clients with advanced IT infrastructure solutions. They also offer unique services such as Zmanda Enterprise Backup, which is a leading open-source backup and recovery solution for data centers. BETSOL prides itself on transforming digital landscapes through innovation and collaboration, maintaining high industry standards for security and quality while serving clients across over 40 countries.

📋 Description

• Provide engineering and operational support for Aspect and Intradiem technologies within an enterprise environment. • Responsible for incident response, problem management, and change execution, including evening and weekend support coverage. • Collaborate with vendors, developers, and engineering teams to ensure the reliability and continuous improvement of contact center applications. • 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. • 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. • Partner with internal developers, architects, and external vendors to optimize the workforce management ecosystem.

🎯 Requirements

• 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.