Configure and maintain NICE CXone Workforce Management (WFM) and Quality Management (QM) tools, partnering with CSG Client Services leadership to optimize forecasting, scheduling, adherence, CSR schedules, capacity planning and real time monitoring, quality monitoring, interaction evaluations, coaching initiatives, and performance reporting to optimize CSG Client Services operations and customer satisfaction. This role partners closely with Client Services, Operations, IT, and third-party vendors to ensure technology solutions effectively support business objectives, reporting needs, operational efficiency, and high-quality customer and financial professional experience.