Operations Research Engineer

This is a fully remote position, open to applicants in Canada.

📋 Description

• Conduct research, design, and create optimization models for workforce planning, scheduling, and resource allocation in contact centers.

• Develop and implement the schedule optimization engine utilizing OR-Tools/CP-SAT.

• Take ownership of the constraint model from start to finish by transforming business rules into a solvable and maintainable model.

• Construct a production-grade solver service within the WFM platform that achieves latency targets for actual forecast group volumes.

• Establish and validate metrics for schedule quality, including coverage attainment, constraint violations, solve time, and solution stability across re-solves.

• Equip the service with monitoring capabilities to assess quality in a production environment.

• Develop and perform tests to validate optimization algorithms regarding performance, scalability, and accuracy.

• Collaborate with architects and engineering teams to integrate optimization models into a robust enterprise-grade optimization engine.

• Work closely with workforce planning and real-time analyst stakeholders to ensure operational usability of the generated schedules.

• Effectively communicate and present findings, methodologies, and results to both engineering and business stakeholders.

⛳️ Requirements

• A minimum of 6 years of professional experience in designing and implementing optimization solutions within production settings.

• Practical experience with OR-Tools (CP-SAT) or a similar constraint-programming/mixed-integer programming solver.

• A solid foundation in linear programming, integer programming, or stochastic optimization.

• Direct experience in modeling and resolving workforce or resource scheduling challenges.

• Proficiency in handling large datasets and addressing large-scale optimization issues.

• Skilled in programming languages such as Java, Python, or C++.

• Experience in converting complex business requirements into mathematical models and optimization objectives.

• Strong software engineering capabilities with the ability to create production-ready services and validation frameworks.

• Excellent analytical, problem-solving, and communication abilities.

• Familiarity with the WFM domain is a plus.

• Experience in developing optimization solutions for workforce planning, scheduling, logistics, transportation, or resource allocation is advantageous (nice to have).

• Knowledge of forecasting and decision-support systems is beneficial (nice to have).

• Experience with cloud platforms such as AWS, GCP, or Azure is a plus (nice to have).

• Practical experience in AI-assisted software development or AI-enabled solutions, including tools like Claude or GitHub Copilot, is advantageous (nice to have).

🏝️ Benefits

• Comprehensive compensation and benefits package.

• Health insurance.

• Relocation program.

• Flexibility for remote work / Work From Anywhere culture.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and talent investment initiatives.

• Internal mobility opportunities.

• Internship opportunities.

• A global, inclusive, and supportive work environment.

• Regular team-building social events organized by the company.