Systems Analyst, CS Workforce Management

Netflix is hiring a remote Systems Analyst, CS Workforce Management to support and optimize the company’s global Workforce Management platform and its integrated technology ecosystem. This is a U.S.-based remote position within the Customer Service organization.

The Systems Analyst will be responsible for the administration, configuration, reliability, and ongoing improvement of Netflix’s Workforce Management applications. You will work closely with Operations, Customer Service Product & Technology, Engineering, Data Science, and other teams to maintain accurate, scalable systems supporting Netflix’s global customer-service operations.

Responsibilities include administering and optimizing the global WFM platform, implementing system enhancements, supporting integrations with third-party and internal tools, gathering requirements, validating configurations, and troubleshooting technical issues.

Data quality is an important component of the position. You will validate and reconcile information from upstream systems such as ACD platforms, CRM systems, and data warehouses to ensure accurate data within the WFM environment. When discrepancies occur, you will partner with Data & Reporting and Data Science teams to investigate and resolve them.

You will provide Tier 1 technical support for internal stakeholders and external partners, escalating complex problems when appropriate. Additional responsibilities include user provisioning, license management, profile audits, documentation, security and compliance support, and development of operational standards and best practices.

As a technical advisor and subject-matter expert, you will work with workforce-management stakeholders, IT teams, business partners, and third-party vendors while monitoring industry trends, platform upgrades, and emerging technologies that could improve Netflix’s WFM capabilities.

Candidates need 3+ years of experience with third-party Workforce Management/contact-center applications such as Calabrio, NICE IEX, Aspect WFM, Verint, or Teleopti, or equivalent application-support experience.

Experience with contact-routing platforms such as Avaya, Genesys, or Sprinklr is also relevant. Candidates should have advanced spreadsheet capabilities in Google Sheets or Excel, including complex calculations, pivot tables, and external data connections.

The position also seeks exposure to Generative AI, large language models, and prompt engineering, particularly for applications such as data analysis, forecasting, reporting, and process automation.

Strong data-validation, troubleshooting, problem-solving, communication, and cross-functional collaboration skills are required. A bachelor’s degree or equivalent professional experience in systems/application support or analysis is accepted.

Netflix lists a compensation range of $95,000–$147,000 USD per year, with actual compensation varying by location. Netflix states that its compensation structure generally consists of annual compensation without bonuses, and employees can determine how much of their compensation they receive as salary versus stock options.