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 throughout its lifecycle by translating business rules into a solvable and maintainable framework.

• Develop a production-grade solver as a service within the Workforce Management (WFM) platform.

• Achieve latency targets for real forecast group volumes.

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

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

• Create and execute 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 workforce management optimization engine.

• Work alongside workforce-planning and real-time analyst stakeholders to ensure that generated schedules are operationally usable.

• 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 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 solving workforce or resource scheduling challenges.

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

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

• Ability to translate complex business needs into mathematical models and optimization objectives.

• Strong software engineering capabilities for building production-ready services and validation frameworks.

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

• Familiarity with the Workforce Management (WFM) domain is a plus.

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

• Knowledge of forecasting and decision-support systems is beneficial.

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

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

🏝️ Benefits

• Comprehensive compensation and benefits package.

• Health insurance coverage.

• Relocation assistance program.

• Flexibility for remote work and a Work From Anywhere culture.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and investment in talent programs.

• Opportunities for internal mobility.

• Internship opportunities available.

• Chance to work on impactful projects for leading global clients.

• An inclusive and supportive work environment.

• Open lines of communication within the team.

• Regularly scheduled team-building social events.