Operational Analyst – Verint Workforce Management Configuration

Gainwell Technologies

Operational Analyst optimizing the Verint Workforce Management platform for business operations at Gainwell. Collaborating with leaders to translate requirements into system configurations and best practices.

Posted 5/19/2026full-timeRemote • Texas • 🇺🇸 United StatesJunior💰 $51,700 - $73,800 per yearWebsite

About the role

Key responsibilities & impact

Support the optimization of Verint WFM platform within the Performance Enablement Organization (PEO).
Translate business, operational, and compliance requirements into clear, well-documented system configurations.
Configure, test, and maintain Verint solutions aligned to best practices and enterprise standards.
Partner with operational leaders to understand business needs and pain points.
Document all configuration decisions, dependencies, and impacts.
Support enterprise governance standards for configuration, naming conventions, versioning, and change management.
Operate effectively in an agile, matrix‑based environment.

Requirements

What you’ll need

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

Benefits

Comp & perks

generous, flexible vacation policy
401(k) employer match
comprehensive health benefits
educational assistance
leadership and technical development academies

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

system configurationtestingmaintenanceoperations analysisbusiness analysisquality technologyworkforce optimizationCX platform supportsystem implementationsenhancements

Soft Skills

communicationcollaborationproblem-solvingdocumentationagile methodology