Senior Engineer Workforce Management

Role overview Design and improve workforce planning processes and tools for a customer experience operation. You’ll connect workforce management expertise with technical teams to reduce manual work, improve planning accuracy, and create solutions that can be used across regions, channels, and operating models.

Responsibilities - Engineer processes for forecasting, capacity planning, scheduling, skills, shrinkage, productivity, and service levels. - Turn operational needs into scalable business rules, decision logic, and workforce skill models. - Work with technology and platform partners to configure workflows, automate tasks, and improve workforce management systems. - Build scenario planning methods to assess staffing, demand, productivity, and cost tradeoffs; refine forecasts with analytics teams. - Lead functional design reviews, user acceptance testing, documentation, and implementation readiness, then assess whether expected benefits were achieved. - Bring workforce, operations, technology, analytics, and vendor teams together to develop practical solutions.

Requirements - At least five years of experience in workforce management, contact center planning, process or operations engineering, or workforce technology. - Knowledge of forecasting, scheduling, capacity planning, skills management, shrinkage, productivity, and service level planning in a customer experience or contact center setting. - Experience translating business needs into process maps, technical workflows, business rules, or scalable solutions. - Quantitative and systems thinking, with experience in scenario models, automation, or decision support; SQL, scripting, low-code tools, or reporting skills are useful. - Background in gathering requirements, conducting functional testing or UAT, documenting solutions, and working across technical and nontechnical teams. - Bachelor’s degree in a related field, or equivalent relevant experience.

Benefits and work setup Remote or hybrid work options are available, with travel of up to 20%. The source also describes healthcare, retirement plans, paid time off, holidays, and ongoing learning and development.