Operations Research Engineer

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

📋 Description

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

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

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

• Develop a production-grade solver as a service within the WFM platform to achieve latency targets for actual forecast group volumes.

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

• Implement monitoring for service quality in a production environment.

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

• Collaborate with architects and engineering teams to integrate optimization models into a robust workforce management optimization engine.

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

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

⛳️ Requirements

• Over 6 years of professional experience in designing and implementing optimization solutions within production environments.

• Practical production 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 solving workforce or resource scheduling challenges.

• Proficient in handling large datasets and addressing large-scale optimization problems.

• Skilled in Java, Python, or C++.

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

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

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

• Familiarity with the WFM domain.

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

• Knowledgeable in forecasting and decision-support systems.

• Familiarity with cloud platforms such as AWS, GCP, or Azure.

• Practical experience with AI-assisted software development or AI-enabled solutions, including tools like Claude or GitHub Copilot.

🏝️ Benefits

• Comprehensive compensation and benefits package.

• Health insurance.

• Relocation program.

• Flexibility for remote work.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and talent investment initiatives.

• Internal mobility opportunities.

• Internship programs.

• Engaging projects for leading global clients.

• An inclusive and supportive workplace environment.

• Regular team-building and social events.