Operations Research Engineer

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

📋 Description

• Conduct research, design, and create optimization models focused on workforce planning, scheduling, and resource allocation for 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 converting business rules into a solvable and maintainable framework.

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

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

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

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

• Work collaboratively with architects and engineering teams to integrate optimization models into a robust enterprise-grade 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 outcomes to both engineering and business stakeholders.

⛳️ Requirements

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

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

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

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

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

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

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

• Strong software engineering skills, capable of building production-ready services and validation frameworks.

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

• 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.

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

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

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

🏝️ Benefits

• A comprehensive compensation and benefits package, which includes health insurance.

• A relocation program to assist with moving expenses.

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

• Opportunities for professional development and growth.

• Certification programs to enhance your skills.

• Mentorship and talent investment programs to support your career progression.

• Internal mobility opportunities for career advancement.

• Internship programs for practical experience.

• Collaboration on meaningful projects for top global clients.

• An inclusive and supportive work environment that encourages open communication.

• Regular team-building social events to foster camaraderie.