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 within contact centers.

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

• Take full ownership of the constraint model by transforming business rules into a solvable and maintainable framework.

• Create a production-grade solver as a service within the Workforce Management (WFM) platform to achieve latency targets for actual forecast group volumes.

• Establish and validate metrics for schedule quality, including coverage achievement, constraint breaches, resolution time, and solution stability during re-solves.

• Equip the service with instrumentation to monitor quality in a production environment.

• Design and execute tests to validate the performance, scalability, and accuracy of optimization algorithms.

• Work collaboratively with architects and engineering teams to incorporate optimization models into a robust enterprise optimization engine.

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

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

⛳️ Requirements

• Over 6 years of professional experience in designing and implementing optimization solutions in live production settings.

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

• Solid understanding of linear programming, integer programming, or stochastic optimization.

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

• Experience handling large datasets and addressing large-scale optimization issues.

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

• Capability to translate intricate business requirements into mathematical models and optimization goals.

• Strong software engineering abilities to develop production-ready services and validation frameworks.

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

• Familiarity with the Workforce Management (WFM) domain.

• Experience in creating optimization solutions for workforce planning, scheduling, logistics, transportation, or resource allocation.

• Understanding of forecasting and decision-support systems.

• Experience with cloud platforms like AWS, GCP, or Azure.

• Hands-on experience with AI-assisted software development or AI-enabled solutions, including tools such as Claude or GitHub Copilot.

🏝️ Benefits

• Comprehensive compensation and benefits package, including health insurance.

• Relocation assistance program.

• Flexibility for remote work / Work From Anywhere culture.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and talent development initiatives.

• Internal mobility and internship opportunities.

• Collaboration on impactful projects for leading global clients.

• An inclusive and supportive workplace environment.

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